Collections Officer (SO2)
Description
Position Summary
We are seeking a dedicated and skilled Collections Officer to join our team. The ideal candidate will be responsible for monitoring accounts to identify outstanding debts, contacting customers to inform them of delinquency, and encouraging on-time payments. The Collections Officer will also be tasked with negotiating repayment arrangements, handling disputes, and ensuring the accuracy of account information. This role requires excellent communication skills, a proactive approach, and a keen eye for detail.
Role Expectations
As a Collections Officer, your main role is to efficiently manage outstanding debts while strictly adhering to industry standards and regulatory requirements. You'll work closely with internal teams to continually improve debt collection processes, making sure they're efficient and effective. This involves identifying areas for improvement and implementing solutions that optimize debt recovery efforts while keeping compliant with all relevant guidelines.
Customer assistance is crucial in your role. You'll proactively engage with customers to understand their financial situations, offering them suitable repayment options and support. Building and maintaining positive relationships with customers is essential for establishing trust and cooperation throughout the collections process.
You'll need to work autonomously and as part of a team. Independently managing tasks with precision is paramount, as is collaborating effectively with colleagues to achieve shared goals. Meeting key performance indicators (KPIs) such as Days Sales Outstanding (DSO) and minimizing write-offs are critical measures of success in this role. Your commitment to achieving these goals will contribute to our overall financial stability and customer satisfaction.
By fulfilling these expectations, you'll play a vital role in ensuring effective debt management, supporting our customers through financial challenges, and maintaining our reputation for operational excellence and compliance in the industry.
Key Responsibilities
- Monitor Accounts: Identify outstanding debts and take appropriate actions to encourage timely payments.
- Customer Contact: Contact customers to inform them of delinquent accounts, encourage on- time payments, and set up payment plans that facilitate good credit.
- Process Payments: Handle customer payments, account adjustments, and refunds where appropriate.
- Record Review: Ensure records are accurate and handle disputes to maintain appropriate account information.
- Negotiate Repayment: Negotiate acceptable repayment arrangements with customers.
- Advanced Collections: Facilitate advanced collections activities, such as sending letters of demand and reminder messages.
- Customer Assistance: Assist with customer account inquiries and resolve billing and customer credit issues.
- Third-Party Coordination: Work with third-party debt collection agents as necessary.
- Write-Offs and Credit Approvals: Manage write-offs and approve credits as necessary.
- Automated Billing Notifications: Manage the automated billing notifications system to ensure timely and accurate customer communication.
- Data Integrity: Perform data integrity checks to ensure the accuracy and reliability of account information.
- Reporting: Report on collection activity and accounts receivable status.
- Compliance: Adhere to legislative guidelines, the Privacy Act, industry-specific regulations including the TCP Code, and ACMA Financial Hardship Standard.
- Financial Hardship: Assist customers who are experiencing financial hardship.
- Ad hoc Financial Tasks: Performing other financial duties as required.
Work Experience and Skills Required
- Proven experience as a Collections Officer or in a similar role.
- Sound knowledge of billing procedures and collection processes.
- Working knowledge of laws and regulations related to debt collections.
- Strong collaborative and teamwork skills.
- Excellent writing and verbal communication skills.
- Proficiency in MS Office, with intermediate knowledge of MS Excel.
- A proactive and 'can do' approach to work.
- Comfortable working with targets.
- Attention to detail and strong negotiation skills.
- Effective problem-solving abilities.