Collections Agent responsible for making and receiving calls regarding client accounts and product updates. Engaging with customers to resolve issues and improve account retention.
About the role
- Collections Specialist at HomeMade, focusing on managing customer accounts and providing financial support. Join a dedicated team improving the aged care sector through technology.
Responsibilities
- Prepare, reconcile, and manage HomeMade package management fee invoices with accuracy and care
- Reconcile and claim customer funds via PRODA, ensuring compliance with government requirements
- Set up and close customer accounts, including preparing exit statements and final reporting in line with regulations
- Establish and manage customer personal and government contribution accounts
- Coordinate funding transfers for inbound and outbound customer switches, ensuring seamless transitions
- Conduct regular audits of customer files to ensure financial accuracy, funding compliance, and package management requirements
- Support HomeMade customers through proactive and responsive communication across multiple channels
- Partner closely with Support Partners and the Service & Support team to resolve account enquiries, feedback, and complaints clearly and efficiently
- Process customer reimbursements with precision, efficiency, and attention to detail
- Contribute to workshops and team meetings, actively identifying opportunities to improve processes and ways of working
- Meet individual and team KPIs while adhering to established processes and procedures
- Act as a strong customer advocate, ensuring customer needs are heard, supported, and resolved
Requirements
- Experience in accounts administration or finance operations, with high-volume processing and a strong eye for accuracy
- Solid understanding of payments, invoicing, and reconciliations
- Clear, professional written and verbal communication skills, with confidence speaking directly with customers to explain financial information and resolve enquiries
- Excellent attention to detail and the ability to juggle priorities in a fast-paced environment
- Confidence working across multiple systems, with strong digital literacy
- Strong problem-solving and analytical skills to quickly identify and resolve discrepancies
- Clear, professional written and verbal communication skills
- Strong organisation and time management, meeting service levels and deadlines
- A collaborative mindset and commitment to continuous improvement
- Experience in aged care, home care, or community services (desirable)
Benefits
- Power your career ⚡️
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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