Collections Officer

September 17, 2024

Shift

North Sydney

FULL TIME

Company Description

At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.
We believe Australian businesses are the driving force behind our economy and the heart of our community. That’s why our business expertise, relationship focus, and market-leading technology is at the core of everything we do.
Our unique approach and collaborative culture means you can build your career with support. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for the 25,000+ Australian businesses we’ve served (and counting!)

Job Description

As a Collections Officer, you will focus on managing overdue accounts through direct communication with customers. Your primary responsibilities will include making outbound calls and handling inbound inquiries to negotiate payment arrangements, address customer concerns, and manage account status updates.
What you’ll do:

Manage your own portfolio of accounts by making outbound calls and responding to inbound inquiries to negotiate payment plans and resolve account issues.
Work with customers to agree on feasible payment plans that aim to bring overdue accounts back into good standing.
Assess accounts for potential caveats and manage related administrative tasks.
Handle financial hardship cases, including assessing Statements of Financial Position and providing suitable solutions.
Maintain and update accurate records of customer interactions, payment arrangements, and account statuses.
Monitor and follow up on payment promises to ensure compliance and timely resolution of overdue accounts.
Address customer concerns and provide clear explanations of payment options and account status.
Identify and report any issues or challenges to the Collections Manager

Qualifications

What you’ll bring:

2+ years of experience in a collections or customer service role is desirable.
Basic understanding of collections processes
Effective communication skills for handling inbound and outbound calls
Good organisational and time-management skills
Ability to professionally handle challenging situations
Clear written skills for documentation and updating account records
Basic analytical skills to review payment histories and assess account statuses
Strong attention to detail for accurate record-keeping
Familiarity with relevant regulations and industry guidelines

Additional Information

Key benefits:

Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
Family support – industry leading 26 weeks paid parental leave.
Varied workspaces – our office enables areas for collaboration, brainstorming and socialising as well as focus zones.
Wellness focus – grab a healthy breakfast, snacks and if you like keeping active, we have excellent building facilities to support you.
Positive environment – come together with all your colleagues at Sydney HQ every 100 days to set and collaborate on key cross functional business priorities