The job description
Replace the bracketed fields and keep the duties that match your actual workflow.
- Organisation
- [Organisation name]
- Location & work model
- [Location; onsite, hybrid or remote]
- Employment type & hours
- [Employment type, weekly hours and time-zone overlap]
- Remuneration
- [Confirmed pay range, currency, superannuation and any incentive terms]
- Reports to
- [Named manager; suggested position: Collections team leader]
- Systems & access
- [Approved systems, records and access scope]
- Authority & supervision
- [Permitted tasks, decisions, reviewer and escalation route]
- Required qualifications
- [Employer-confirmed licences, registrations, training or accreditations]
About the organisation
[Describe the actual business, team and customers in two or three factual sentences.]
Role purpose
Manage assigned arrears contacts and approved arrangements with accurate records, respectful communication and clear hardship or specialist referral.
Key responsibilities
- Review account status and verify the information needed for an approved contact.
- Discuss payment circumstances using the organisation's permitted process.
- Record customer information and arrangements within assigned authority.
- Recognise hardship or vulnerability indicators and route them appropriately.
- Track agreed follow-ups and reconcile account updates.
- Refer disputes, enforcement questions and decisions outside delegation to specialists.
Essential capabilities
- Collections or customer assistance experience.
- Respectful communication and careful listening under pressure.
- Ability to apply approved contact, arrangement and referral procedures.
- Accurate case notes and reliable follow-up.
Useful experience
Arrears case management · Customer assistance · Arrangement monitoring. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Customers, hardship, servicing and authorised recovery specialists. Confirm the actual owners and handoff routes.
How to apply
[Application route, closing date, contact and any adjustment request process.]
We assess candidates against the role-relevant criteria and use a fictional work sample.
What good looks like.
Agree the pace, reviewer and measures with the person you hire.
Confirm contact permissions, arrangement limits and support referrals.
Manage allocated cases with complete records and appropriate escalations.
Review repeated unresolved contacts and improve one support handoff.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you respond when a customer disputes the arrears amount and describes financial difficulty?
- Describe a relevant piece of work, the checks you used and what you did when the instructions or evidence were incomplete.
- How would you organise competing deadlines, record your decisions and escalate a risk to the next handoff?
A practical work sample
Review fictional account records and a customer message. Identify the disputed facts, respectful contact approach and specialist referrals under supplied procedures.
Use fictional information and the same instructions for shortlisted applicants. Agree adjustments and timing beforehand. Score accuracy, reasoning, communication and appropriate escalation; this exercise should not produce live client work.
Before you post.
- Replace every bracketed field with the actual employer, working arrangement and pay terms.
- Choose the duties the role will really own; remove unrelated tasks and separate essential from trainable skills.
- Confirm the task authority, supervision, qualifications and access with the responsible employer or licensee.
- Check pay and conditions against the applicable employment requirements before advertising.
- Use the same role-relevant selection criteria and fictional work sample for shortlisted applicants; invite adjustment requests.
- Name the reviewer and agree realistic first-90-day outcomes before the person starts.
Credit authority and appointment
Confirm the actual activities and appointment arrangement with your licensee. ASIC explains that employee and contractor arrangements can differ; a job title does not settle the scope. ASIC guidance
Pay and advertised conditions
Use confirmed pay terms and check the applicable minimum entitlements before publishing the advertisement. Fair Work Ombudsman guidance
A clear hiring process
Confirm the employment arrangement, duties and working conditions as part of preparing the role. Fair Work Ombudsman guidance
Information and access
Agree how personal information will be handled and the records and systems the role may access. OAIC guidance