Senior Collections Officer

We put people first - our clients and our team. As a Senior Collections Officer, you’ll enjoy: Lead complex account management and escalations Opportunity to mentor Collections Officers Pathway to Team Leader, Revenue Cycle Specialist, or Finance Analyst roles Contribute to workflow design, automation projects and improvements Meaningful, Purpose-Led Work Every resolved account directly supports an older Australian to live safely and independently at home Be part of an organisation genuinely transforming aged care Professional Development Ongoing coaching and training from our L&D team Access to modern systems, Microsoft 365, Power BI and generative AI tools Exposure to revenue cycle management in a high-growth business Modern King Street Office Steps from public transport, gyms, cafés and restaurants Collaborative, supportive, social in-office team culture Fitness Passport Novated leasing Employee Assistance Program (EAP) for you and immediate family Discounts on groceries, fuel, utilities and wellbeing products Stability: permanent full-time hours, Monday–Friday About the Role We’re looking for a confident, experienced Senior Collections Officer to take charge of complex co-contribution accounts, lead best practice within the team, and influence how our collections function evolves. You’ll be the go‑to for escalations, dispute resolution, and portfolio risk, while supporting our Collections Officers with coaching and technical guidance. You’ll also contribute to process optimisation as we continue to modernise our revenue cycle. This is a hands‑on senior role for someone who enjoys complexity, ownership, and the satisfaction of improving systems and outcomes. What You’ll Do Manage a portfolio of complex, escalated or high‑risk accounts Handle disputes, payment irregularities and sensitive conversations Negotiate sustainable repayment arrangements with clients and families Identify billing anomalies, data issues and trends requiring escalation Produce and interpret advanced collections reporting and ageing analysis Mentor and support Collections Officers in best practice and call‑handling Support training, onboarding and system knowledge transfer Work with Finance, Care and Operations to resolve issues end‑to‑end Lead or contribute to workflow improvements, SOP updates and automation projects Maintain exceptional accuracy in documentation and compliance What You’ll Bring 3+ years’ experience in collections, credit control or accounts receivable Expertise in handling complex accounts and disputes Strong negotiation and problem‑solving capability Excellent communication – clear, empathetic and solutions‑focused Resilience and emotional intelligence, with the ability to guide others High attention to detail and task ownership Experience supporting or mentoring junior staff (formal leadership not required) Experience in aged care, insurance, financial services or other regulated industries is beneficial Why Join Trilogy? Expansive new King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets Vibrant team culture and regular social events Opportunities for career mapping and career progression within the company Salary packaging (novated leasing) to boost your take‑home pay Access to Fitness Passport to support your health and wellbeing EAP support for you and your immediate family Employee discounts on groceries, fuel, utility bills, wellness and more Unlock your Potential with Trilogy Care Behind every hour of care we deliver is a smart, tech‑enabled team rethinking how aged care operates. At Trilogy Care, we’re going beyond compliance and coordination - we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment - not just the Tech team Whether you're in care, finance, people & culture, growth, or support, you’ll be part of an industry‑first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing. Please note To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding. We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes. #J-18808-Ljbffr