An exciting opportunity exists for a permanent full-time Collections Specialist to join our Customer Collections team.
Reporting to the Collections Team Leader, you will be responsible for delivering effective collections and account management support to Support at Home customers. You will manage outstanding customer balances, including co-contributions, personal contributions, and overspends, while maintaining positive customer relationships through professional and empathetic communication.
The role also involves reconciling customer accounts, investigating billing discrepancies, and completing related administrative and financial activities to ensure account accuracy, compliance, and timely collection of funds.
Manage accounts receivable and payable activities relating to customer invoices, including co-contributions, personal contributions, and overspends.
Validate invoices, investigate discrepancies, and reconcile account balances.
Set up and maintain customer personal and government contribution accounts.
Monitor customer direct debit arrangements and account status.
Send invoice-related communications and follow up outstanding payments via phone and email.
Conduct regular audits of customer files to ensure funding and financial compliance.
Support customers through proactive and responsive communications across multiple channels.
Generate statements, account adjustments, and amendments as required.
Manage shared inboxes and task queues, ensuring timely action and resolution.
Work closely with Support Partners and the Service & Support team to resolve account enquiries, feedback, and complaints.
Identify customer concerns and work towards a resolution, escalating where required.
Contribute to continuous improvement initiatives by reviewing processes and identifying efficiencies.
Adhere to team processes and meet individual and team KPIs.
Advocate for customers to ensure their needs are met and enquiries resolved.
Support other departments as required to meet operational needs.
A relevant qualification in Finance is beneficial but not essential.
Passionate about creating a brighter future for older Australians, with values that align with HomeMade.
Strong written and verbal communication skills, with the ability to listen, empathise, acknowledge concerns, explain complex concepts, and build mutual understanding with a range of internal and external stakeholders.
Working knowledge of Xero, SAP, and Salesforce.
Intermediate Excel skills, including data manipulation, analysis, and working with raw data.
Customer-focused, with a commitment to delivering positive outcomes.
Highly detail-oriented with strong accuracy and attention to detail.
Excellent time management and organisational skills.
Ability to multitask and effectively prioritise competing demands.
Resolution-focused, with strong problem-solving skills and a proactive approach to challenges.
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The Collections Specialist position at Mable is based in Sydney, Brisbane, Melbourne. This is an on-site position.
The Collections Specialist position at Mable is a Full time role.
