Collections Officer

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

The Collections Officer is responsible for overseeing the day-to-day operational tasks associated with managing arrears and enforcement activities for the Onboard Finance portfolio. This role requires a tailored approach to effectively recover customer debt while minimising financial loss and risk to the business.

The Collections Officer will leverage their prior experience in debt collection and strong customer service and negotiation skills to build and maintain positive relationships with affected customers.

Preparing detailed reports on arrears status, payment plans, and recovery progress, ensuring accurate and timely communication with management, finance teams, and external partners.

Here’s how you will make a difference in this role…

A key aspect of this role involves effectively managing relationships coordinating with external debt collection agencies and legal teams, delegating tasks as necessary to ensure efficient resolution of outstanding debts. Ensure smooth operational flow, resolve any disputes or concerns promptly, and support the overall financial health of the organization working alongside your team.

At MMS clear expectations help our people Be the Difference.  Your key responsibilities in this role will include:

• Manage the recovery of arrears for all affected novated lease and finance lease customers. Negotiate payment plans with affected customers, monitoring progress to ensure timely recovery of funds.

• Comply with policies and procedures including Credit and Hardship Policy, Privacy Act and NCCP. Escalate payment plans or issues outside of company guidelines or the Delegation of Authority (DOA) to the manager for approval.

• Manage the relationship and workflow with external collection agencies including account referral where necessary

• Working with the business to develop and enhance existing processes aligned to industry standard and required legislation.

• Track and report on the amount of debt recovered and regularly review reports to identify new debts that require attention. Work with Settlements & Operations teams to address debt reporting issues, offer solutions, and implement corrective actions.

• Maintain regular communication with internal and external stakeholders, providing updates on recovery progress and fostering smooth collaboration. Ensure database integrity and promptly report any identified issues to maintain accurate records.

• Take full ownership of customer inquiries related to novated leasing finance, including managing complaints and ensuring customer satisfaction in line with Onboard Finance guidelines.

To be considered for this role you will possess the following:

• Novated Leasing knowledge and experience highly regarded.

• Tertiary qualifications in a business, accountancy & finance disciplines will be well regarded.

• Proven experience in debt collections or arrears management.

• Experience handling customer complaints, hardship cases, or sensitive financial situations.

• Strong negotiation and conflict resolution skills, with the ability to de-escalate challenging conversations.

• Excellent written and verbal communication skills.

• Strong problem-solving ability and attention to detail.

• The ability to work autonomously while collaborating effectively within a team.

• Excellent time management skills and the ability to manage competing priorities.

• A good understanding of compliance, regulatory requirements, and best practice within a collection’s environment.

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]