Description

Trilogy Care is a fast-growing aged care provider helping older Australians live independently at home. We’re looking for an experienced Senior Collections Officer to join our finance team in our modern Bowen Hills office.

About the Role

This is a hands-on senior role managing a portfolio of complex and escalated accounts, handling disputes, negotiating repayment arrangements, and supporting junior team members with coaching and guidance. You’ll also contribute to process improvements as we continue to evolve our collections function.

Day-to-Day You Can Expect To

• Meet a daily KPI of 30 outbound calls, with additional inbound call coverage as needed
• Manage and clear allocated emails from the Collections inbox within 24 hours
• Conduct security and compliance checks on every client interaction, confirming name, date of birth, and residential address as a minimum
• Handle collections activity beyond standard co-contributions, including external debt follow-ups, supplier overpayments, and third-party collection requests
• Produce collections reporting and ageing analysis at short notice when required
• Maintain accurate documentation of all interactions using appropriate templates
• Support and mentor Collections Officers in best practice and call handling

Please note all calls are recorded for quality assurance purposes

What You’ll Bring

• 3+ years in collections, credit control or accounts receivable
• Strong negotiation skills and experience handling complex or sensitive accounts
• Clear, empathetic communication — you know how to have difficult conversations professionally
• Solid systems skills, including Microsoft 365 and Excel
• Experience supporting or mentoring junior team members
• Experience in aged care, financial services, or a regulated industry is a bonus

What’s on Offer

• Permanent full-time, Monday–Friday
• Beautiful modern office on King Street, steps from public transport
• Fitness Passport, novated leasing, EAP, and employee discounts
• Access to AI tools and ongoing training
• Real pathways for career progression

To be considered you must hold full Australian work rights. A police check and references will be required during onboarding for progressing candidates.

• Meet a daily KPI of 30 outbound calls, with additional inbound call coverage as needed
• Manage and clear allocated emails from the Collections inbox within 24 hours
• Conduct security and compliance checks on every client interaction, confirming name, date of birth, and residential address as a minimum
• Handle collections activity beyond standard co-contributions, including external debt follow-ups, supplier overpayments, and third-party collection requests
• Produce collections reporting and ageing analysis at short notice when required
• Maintain accurate documentation of all interactions using appropriate templates
• Support and mentor Collections Officers in best practice and call handling

• Strong negotiation skills
• Clear, empathetic communication
• Solid systems skills, including Microsoft 365 and Excel

• 3+ years in collections, credit control or accounts receivable
• Experience handling complex or sensitive accounts
• Experience supporting or mentoring junior team members
• Experience in aged care, financial services, or a regulated industry is a bonus
• Full Australian work rights