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Collections Officer

3 weeks ago

Hurstville, Australia Chandler Macleod Full time

Collections Officer - Insurance

Location: Hurstville - 3 days from office, 2 days from home

Salary Range: $55,000 -$65k + super + bonus

Chandler Macleod are seeking a highly motivated and experienced Collections Officer to join our clients team, for a full time, permanent position.

**Responsibilities**:

- Action accounts in a timely manner and effectively manage own work queue.
- Alert managers when work queue grows to a point it is regularly unable to be cleared on a daily basis.
- Consistently work towards financial targets while demonstrating compliance.
- Contacting third parties to resolve insurance claims and recovery of damages.
- Contacting third party insurers to discuss insurance claims, including quantum and liability claims and make a claim for recovery.
- Negotiating, implementing and monitoring payment arrangements.
- Identify hardship language and potentially vulnerable customers and take appropriate steps to implement appropriate arrangements.
- Record and action any complaints and demonstrate an ability to identify potential complaint triggers and address them immediately and effectively with customers.
- Conduct skip tracing to locate third parties.
- Liaise with and provide instructions to external agents for field calls.
- Identify accounts to be considered for legal action.
- Providing guidance and support to clients on recovery of accounts.
- Seeking instructions from clients when required to action accounts (entering arrangements, quantum and liability cases, close file or issue proceedings).
- Provide reports to clients and managers.
- Identify accounts which need attention or review with Head of Collections/Business Performance Manager.
- Ensure compliance with internal policies, procedures and work instructions. - Maintain security and confidentiality of all personal and corporate information.
- Performing other duties, consistent with skills and experience, as directed by managers.

Experience and Qualifications:

- Proven experience as a debt collector/call center
- Experience either working for an insurer or on an insurance collections portfolio.
- Thorough understanding of insurance business operations, different types of insurance products and experience working with insurers.
- Excellent verbal and written communication skills and an ability to engage as an active listener.
- High level negotiation skills including demonstration of rapport building, problem solving, persuasion, cooperation, and compassion.
- Proficient in MS Office products including Outlook, SharePoint, Teams, Word, Excel, and PowerPoint. - Experience working with debt collections software and document management systems.