About this Collections Consultant role at McMillan Shakespeare Group
Here’s how you will make a difference in this role…
The Collections Officer is responsible for supporting MMS in reducing arrears, engaging with customers to recover outstanding balances, and negotiating suitable repayment arrangements while maintaining compliance with company policies and relevant legislation.
At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:
- Contact customers via phone, email, or written correspondence regarding arrears on accounts
Negotiate payment plans and resolve arrears in line with internal policies
Assess customer circumstances and provide appropriate repayment options
Maintain accurate and detailed account notes in customer systems
Monitor accounts and follow up as required to ensure repayments are maintained
Escalate cases where balances remain unresolved or risk indicators are identified
Respond to customer enquiries and complaints professionally and empathetically
Ensure all collection activity complies with regulatory and legal obligations
Ad Hoc requirements as directed.
To be considered for this role you will have:
Previous experience in collections, customer service, or a call centre environment (preferred)
Strong communication and negotiation skills
Ability to handle difficult conversations calmly and professionally
Good attention to detail and record-keeping skills
Ability to work to targets and deadlines
Basic computer skills and experience using CRM or collection systems
Understanding of customer service and ethical collections practices
Awareness of compliance, privacy, and conduct obligations (training provided where required)
Problem-solving skills and sound judgement
Resilience and ability to manage challenging customer interactions
Qualifications
VCE or equivalent (not required, but preferred)
What we can offer you:
· Strong culture and the support of a values-based recognition program
· Novated leasing benefits and discounts
· 12 weeks paid parental leave
· Comprehensive learning and development opportunities to support your career growth
· Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
· Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
· Exempt Employee Share Plan
· Volunteer leave & Career break
· MMS Rewards program
Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
· We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
· We value the skills and attributes veterans can bring to our organisation.
· We embrace hybrid working and welcome conversations about flexibility.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [email protected]
