Collections Officer

Join the change. Together, we’ll make history.

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the Role:
Are you a skilled professional passionate about balancing customer satisfaction with financial excellence? Join AGL as a Collections Officer - Consumer, where you’ll take ownership of managing and optimizing complex collections portfolios across AGL’s consumer segment.

This role is pivotal in ensuring AGL maintains healthy cash flow while delivering exceptional customer experiences. You’ll have the opportunity to work closely with internal and external stakeholders, solve complex disputes, and identify proactive strategies to enhance the collections process and reduce bad debt.

What you will be doing:

- Take full ownership of your assigned debt portfolio, ensuring effective management and resolution of overdue accounts.
- Use sound commercial decision-making to balance risk and revenue outcomes.
- Conduct detailed risk analysis across portfolios to inform and execute effective debt recovery strategies.
- Collaborate with key stakeholders to resolve complex disputes and maximize financial returns.
- Deliver exceptional customer service, ensuring financial objectives are met without compromising the customer experience.
- Perform complex reconciliations by reviewing account histories and interactions, proposing tailored solutions to resolve customer debt issues.
- Proactively manage cash lock-up disputes and provide timely resolutions.
- Generate robust reporting to identify trends, measure performance, and recommend improvements.

What we would like to see you bring:

- Strong negotiation and assertiveness skills, with a proven ability to navigate challenging situations effectively.
- Excellent verbal and written communication skills, paired with strong interpersonal abilities.
- High attention to detail, strong time management, and the ability to self-manage priorities.
- Analytical mindset with demonstrated risk analysis skills for sound decision-making.
- Goal-oriented, thriving in a target-driven environment with a focus on exceeding objectives.
- Intermediate Excel skills, with PowerPoint proficiency and SAP experience preferred.
- Strong conflict resolution skills and a collaborative mindset to support team success.

At AGL, we offer a wide range of benefits including:

- Flexible working options including hybrid work.
- Discounts on energy, telcos and solar plans.
- Participate in Energise - our reward & recognition program.
- Access 20 weeks of paid parental leave for the primary carer.
- Access to an additional week of recharge leave per year.
- Play an active role in our diversity & inclusion initiatives.
- Novated leasing and Electric Vehicle subscriptions.
- Access to study assistance, AGL’s share purchase plan and insurance deals.
- _Benefits may change over time and vary based on role type and location._

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
- ._

Location:
Docklands VIC 3008

Job Family Group:
Credit