Collections Specialist

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.