{"id":2969959,"url":"https://alion.io/job/trilogy-care-collections-officer","title":"Collections Officer","company":{"id":2401439,"name":"Trilogy Care","domain":"trilogycare.com.au","url":"https://alion.io/company/trilogycare","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Employment Hero","truth_index":null},"role":"Finance","role_family":"Finance","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":118000,"period":"year","method":"role_country_seniority_unknown","sample_n":49},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T01:51:17Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-01T07:50:54Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Building the future of aged care through technology, innovation and human connection!\nTrilogy Care is Australia’s fastest-growing approved provider of the Federal Government’s Support at Home program. Our innovative Self-Management and Fully Coordinated models deliver greater choice, transparency, and value to our clients, ensuring they spend less on management fees and more on long-term care and services.\nAt Trilogy Care, we take immense pride in creating an empowering and fulfilling workplace for our dedicated employees. We believe that our team is the cornerstone of our success and as such, we are committed to providing a supportive and rewarding environment.\nRole Overview\nAs a Collections Officer, you'll support care recipients and their families by managing outstanding co-contribution balances with empathy and professionalism. You'll work collaboratively to establish payment solutions, manage ITF refunds, and ensure compliance with relevant regulations.\nReporting to the Collections Manager, you'll manage a high volume of customer accounts, primarily over the phone, while maintaining accurate records and contributing to collections reporting. You'll play a key role in delivering positive outcomes for both our clients and the business through exceptional customer service and effective account management.\nWhat You’ll Do\nManage inbound and outbound calls to care recipients and their nominated representatives regarding outstanding co-contribution balances.\n\nWork with clients to establish suitable payment solutions and payment plans while responding to account enquiries with empathy and professionalism.\n\nSet up direct debit authorities, process payments, and manage Income Tested Fee (ITF) refunds.\n\nMaintain accurate records of all customer interactions and account activity within the CRM.\n\nEscalate complex or sensitive accounts to the Team Lead with appropriate documentation.\n\nCollaborate with internal teams to ensure account accuracy and compliance with Services Australia requirements.\nRespond promptly to enquiries relating to Income Tested Fees, outstanding balances, and account management.\n\nPrepare regular reporting on account resolution activity, performance, and trends.\n\nEnsure all activities comply with relevant debt collection legislation, company policies, and privacy requirements.\n\nWhat You’ll Bring\n1+ years in collections or credit control or a strong passion to build a career in the space\nConfidence making high-volume outbound calls with a calm, client-first approach\nNatural communication skills with strong attention to tone, detail, and empathy\nStrong problem-solving and negotiation skills\nComfort speaking with older clients and tailoring your style with care\nProficiency in Microsoft 365 (especially Excel)\nWhy Trilogy Care?\nModern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets\nVibrant team culture and regular social events\nOpportunities for career mapping and career progression within the company\nSalary packaging (Novated Leasing) to boost your take-home pay\nAccess to Fitness Passport to support your health and wellbeing\nEAP support for you and your immediate family\nEmployee discounts on groceries, fuel, utility bills, wellness and more \nPlease note\nTo join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.\nWe appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. 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