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About the Role
The Customer Collections Specialist plays a key role in delivering Collect Call Assist, a managed service within CreditorWatch Collect. This role helps businesses resolve overdue accounts, improve payment outcomes, and strengthen cash flow by engaging directly with customers to facilitate payment conversations, follow up on outstanding invoices, manage disputes, and capture account updates. You will act as an extension of our customers' accounts receivable teams, managing a portfolio of accounts, navigating complex scenarios, and building trusted relationships through professional communication. This role collaborates closely with Product, Implementation, and Sales teams, reporting directly to the Principal Product Manager.
Responsibilities
- Conduct outbound collection calls and follow-up communications on behalf of CreditorWatch customers to recover outstanding invoices.
- Build professional relationships with debtors while maintaining a customer-focused and solutions-oriented approach.
- Accurately document call outcomes, payment commitments, disputes, and account updates within internal systems.
- Identify and escalate debtor disputes, billing issues, and account queries to customers in a timely manner.
- Manage a portfolio of customer accounts, prioritizing activities to maximize collection outcomes.
- Liaise closely with customers to provide updates, share insights, and ensure a high-quality service experience.
- Collaborate with Product, Implementation & Sales teams to improve processes and service delivery.
- Provide feedback and insights gathered from customers and debtors to help shape future product and service enhancements.
- Contribute to the ongoing development and growth of CreditorWatch's Collects’s Collect Call Assist service.
Requirements
- Previous experience in accounts receivable, collections, credit control, customer service, or a related role.
- Strong verbal communication skills and confidence speaking with customers and debtors over the phone.
- Excellent written communication and note-taking skills, with strong attention to detail.
- The ability to manage difficult conversations professionally and confidently.
- Experience handling customer disputes, escalations, or complex account queries.
- Strong organizational skills and the ability to prioritize work effectively in a dynamic environment.
- A collaborative approach and willingness to work across multiple teams.
- A customer-centric mindset with a focus on delivering positive outcomes.
Skills
- Accounts receivable
- Collections
- Credit control
- Customer service
- Verbal communication
- Written communication
- Note-taking
- Attention to detail
- Conflict management
- Dispute resolution
- Organizational skills
- Prioritization
- Collaboration
- Customer focus
Location
- Sydney CBD Office
Work Type
- Part-time (4 days)
- Hybrid
Benefits
- Fitness First Platinum gym membership
- Complimentary coffee, breakfast, snacks, lunches, and drinks
- $50 monthly phone credit
- One Wellness Day per month
- Monthly in-house massages
- Monthly team building activities
- Access to free legal services
About the Company
- CreditorWatch is a leading Australian data and technology company providing businesses with access to unique data and innovative products to manage commercial relationships, improve productivity, and reduce financial risk.
- As a commercial credit reporting bureau, they offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle.
- Established in 2010, CreditorWatch has been named one of AFR’s Top 10 Best Places to Work and certified by Great Place to Work consecutively across 2022–2025.
- Collect is CreditorWatch’s built-for-purpose accounts receivable platform, enabling faster payments and smarter collections through ERP integrations, data insights, and workflow automation.
- Collect is designed for complex receivables processes, empowering teams to move away from manual processes and focus on escalation tactics for faster cash collection.
Equal Opportunity
- We are an equal opportunity employer and committed to excellence through diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.