About the Role:
As an Accounts Administration Assistant, you’ll engage with customers to provide tailored financial solutions that align with their unique circumstances. Focused on customer service and resolution, you’ll help customers feel supported and confident about their next steps.

This in-office role offers full-time hours—9:00AM to 5:30PM

What You’ll Be Doing:

As a Accounts Administration Assistant, you'll play a key role in helping customers achieve better financial outcomes by supporting our debt recovery team. You'll combine problem-solving and negotiation skills with empathy and understanding to deliver tailored solutions.

In this role, you’ll:

• Manage administrative tasks related to outstanding accounts, including contacting debtors to remind them of overdue payments, updating account information, setting up payment plans, and escalating difficult cases to senior collectors, all while adhering to legal and ethical guidelines for debt collection practices
• Maintaining accurate records of debtor information, including contact details, payment history, and account status on the company's database.
• Handle high volumes of outbound and inbound calls to customers reminding them of overdue payments, inquiring about their payment status, and attempting to collect outstanding balances with a focus on resolution.
• Understand and address each customer’s unique situation with empathy.
• Negotiate payment arrangements and settlements in line with customer’s circumstances and establishing feasible payment plans for settling outstanding debt.
• Sending reminder letters, collection notices, and other necessary communication to customer’s regarding their overdue accounts.
• Assisting with handling customer disputes regarding debt amounts or billing errors, escalating issues to the appropriate team when necessary.
• Recording call details, payment information, and other relevant data into the company’s CRM.
• Manage accounts for clients from major Australian financial institutions.
• Adhering to company protocols, call scripts, and industry regulations including the ACCC Guidelines, Privacy Act, and other relevant legislation.

What We’re Looking For:
No call centre experience? That’s okay! We’re seeking individuals with a genuine passion for helping people and a desire to grow.

Key qualities include:

• Strong communication skills (written and verbal).
• A customer-first mindset and a focus on delivering great experiences.
• Patience, resilience, and the ability to handle challenging conversations.
• Problem-solving and negotiation skills with a flexible approach.
• Eagerness to learn and develop professionally.
• Strong organisational skills to manage a large volume of accounts
• Basic understanding of debt collection practices and legal guidelines
• Proficiency with computer systems and CRM software
• Ability to work independently and as part of a team
• A growth mindset and eagerness to learn.

Note: While a debt collection assistant primarily handles administrative tasks, they may also be involved in some basic collection activities depending on the company and their experience level.

This opportunity is tailored for people who want to help people finalise their debt and move forward into financial freedom.