Debt Collection / Customer Service Specialist

We are looking for an experienced Debt Collector / Customer Service Specialist with a strong background in the Australian trade industry. The successful candidate will manage end-to-end credit control processes, including debt collection, onboarding new accounts, and delivering exceptional customer service. 

You will support the finance team by driving proactive credit management and providing administrative assistance, all while maintaining positive customer relationships and helping ensure cash flow targets are achieved. 

Key Responsibilities: 

• Make a minimum of 60 outbound calls per day to follow up outstanding debts and resolve account issues. 

• Handle any customer service queries, returns, credits that come about during the collection process in a professional solution-focused manner with a focus on maintaining and building relationships.                        

• Assess and process credit checks for new accounts, changes to existing accounts including credit checks and risk analysis. 

• Exercise sound judgment in decision-making related to account onboarding and credit limits. 

• Collaborate with internal departments (sales, operations, accounts) to resolve disputes and maintain customer satisfaction. 

• Maintain accurate and up-to-date records of collection activity, payment arrangements, and communication logs. 

• Prepare and issue demand letters, statements, and other documentation as required. 

• Provide administrative support including data entry, account maintenance, and filing. 
• Monitor and report on overdue accounts, potential defaults, and liquidation risks. 

Required Skills & Experience: 

• Minimum 2 years’ experience in debt collection or credit control within the Australian trade or industrial services sector. 

• Proven experience in credit decision-making and assessing new customer applications. 

• Solid understanding of Australian business entity types, ABNs, credit reporting regulations, and liquidation/default processes. 

• Proficient English communication skills with a clear and concise speaking accent suitable for high-volume phone communication with Australian clients. 

• Strong negotiation skills and the ability to manage difficult conversations while maintaining professionalism. Demonstrates emotional intelligence and empathy when handling sensitive customer interactions, while maintaining a firm yet respectful approach to collections. 

• High level of attention to detail, time management, and multitasking abilities. 

• Experience with accounting or ERP systems (Connected business, Xero) is desirable. 

• Proficiency in Microsoft Office, including Teams, Power BI, Excel and Outlook. 

Preferred Attributes: 

• Strong problem-solving mindset and the ability to work independently. 

• A proactive and resilient attitude with a customer-first approach. 

• Eagerness to pursue personal and professional growth, with a willingness to learn, upskill, and contribute beyond core responsibilities. 

• Strategic and solution-focused thinker with the ability to identify opportunities for process improvement or lead small projects that benefit team efficiency and performance. 

• Able to contribute to and align with team OKRs (Objectives and Key Results), driving collective success through individual impact. 

• Familiarity with ASIC records, credit bureaus (e.g., Equifax, NCI), and personal director checks. 

• Competitive salary + performance-based incentives. 

• Work from home but be part of a supportive team environment with professional development opportunities. 

• Exposure to a well-established business in the Australian trade industry which includes travel to AU periodically.