Collections Officer

We're on the hunt for our next customer champion to join the team
- Thrive in a company with a great working culture and great leaders
- Do It. Own it. Love it.

Our business is crazy about customers. We use disruptive thinking every day to deliver incredible experiences to our customers and teams. We empower our people to
**Do it. Own it. Love it**. and that’s why they choose to work for us. Here, it’s never just a job - we care about what we do and the impact we have, and that’s what connects us.

**About the role**
As a Collections Officer, you’ll be supporting our Retail Collections team manage high risk accounts in line with our legal and regulatory guidelines. You’ll be responsible for managing customer accounts that are in arrears and working as part of the broader Retail Credit and Collections team focusing on ensuring that our customers are provided with the right advice/support and proactively identifying instances of financial difficulty and ensuring our obligations have been fully met before working with relevant networks to disconnect service/s.

Your key responsibilities in this role will include, but are not limited to:

- Review overdue accounts in line with our disconnection checklist to ensure we have exhausted all options to engage the customer prior to lodgement of service orders with the distribution network.
- Manage administration activities in-house as/when required to support wider function.
- Continually review and update processes to ensure they are in line with relevant industry requirements.
- Manage service order responses/failure and take corrective actions with relevant networks.
- Manage high risk and complex cases as a portfolio/case manager, working closely with our customers to reduce bad debt and minimise disruption in supply.
- Identify hardship and refer to relevant teams for support.

**About success in this role**
As a service champion focused in assisting to support customers, you’ll be joining a likeminded team who is dedicated in delivering a greater experience for our customers.

You’ll bring to this role:

- Previous experience in a similar Contact Centre role with a strong ability to assist in inbound/outbound calls and carry out administrative tasks.
- Collections experience and ability to work with customers in achieving positive outcomes will be highly desired
- Understanding of vulnerable customers and Australian Energy (electricity & gas) regulatory requirements for all states, highly advantageous.
- Knowledge of debt collection regulation and the Victorian Payment Difficulty Framework.
- Prior Energy Disconnections experience with detailed understanding AER/ESC obligations.
- Customer focused with ideas to improve / enhance current state processes.
- Ability to work autonomously and as part of a team to thrive in an environment that offers unique challenges and opportunity to make a positive difference.

**The extra stuff we know you want to know**
We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

**Did I hear you say, “Who is Vocus?”**
We’re a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that’s what we’ve given them.
- We built the network thanks to our own team of highly skilled fibre engineers.
- We own our network giving us easier, straightforward access.
- We manage our network here in Australia out of our Melbourne offices.

We now have more than 25,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.

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