Collections Officer

At Pivotel, we’re committed to delivering accessible communication solutions that connect people to vital assets, information, and each other. Guided by our core values, We Connect – building meaningful relationships with our customers, team members, and communities. We Lead with Integrity – upholding honesty and trust at every step. We Grow Confidently – supporting each other’s development and creating opportunities for growth. And we pursue Excellence Through Innovation – pushing the boundaries of technology to set new standards in telecommunications. About the role: We are seeking a driven and resilient Collections Officer to join our Finance team in Southport. This role plays a critical part in safeguarding Pivotel’s cash flow, strengthening customer relationships, and supporting sound financial governance across a multi‑entity environment. You’ll be the first point of contact for overdue accounts, balancing firm negotiation with empathy to support positive ongoing relationships. This role is ideal for someone who thrives in a fast‑paced environment, can comfortably navigate competing priorities, and is motivated by delivering tangible results. Key Duties: Download and issue customer invoices Monitor, manage, and follow up overdue accounts—primarily via outbound calls Negotiate payment arrangements and ensure customers adhere to agreed terms Update and maintain accurate customer account information Prepare and issue reminder notices and final demand letters Escalate complex or high‑risk accounts to senior team members Complete customer account reconciliations Manage email correspondence across both personal and shared inboxes Handle inbound and outbound customer calls Lodge and monitor Equifax credit defaults Ensure compliance with company policies, privacy laws, and debt collection regulations Provide exceptional customer service while handling sensitive financial matters Skills & Experience 2+ years’ experience in Collections Strong communication and organisational skills Demonstrated ability to negotiate effectively and manage conflict with professionalism High accuracy and attention to detail in a high‑volume environment Proficiency in MS Office (Excel, Outlook, Word) Ability to work independently while also contributing to a collaborative team environment Strong problem‑solving capability with the ability to manage competing priorities Understanding of relevant legislation, including debt collection guidelines and privacy requirements Resilient, persistent, and able to maintain composure under pressure Why Join Pivotel? Be part of a business that is growing and innovating in communications across Australia and New Zealand Flexible working options including up to 2 days WFH per week, supporting balance and wellbeing. Extra annual leave days from day one 3 bonus days in your first year, 4 in your second, and 5 from your third year onward. Competitive salary with annual reviews to recognise your contributions and ensure fair progression. Access to Employment Hero benefits, including early access to earned wages (up to $1,000 before payday). Discounts and cashback on everyday expenses like fuel, groceries, retail, and travel. Employee Assistance Program (EAP) offering 24/7 confidential support for you and your family. Career development opportunities with training, mentoring, and exposure to complex billing systems and cross‑functional teams. Supportive team culture – we value collaboration, continuous improvement, and celebrating wins together. To Apply If you’re ready to bring your collections expertise to a multi‑entity organisation where your work makes a genuine impact, we’d love to hear from you Pivotel is an equal opportunity employer and encourages applications from Aboriginal and Torres Strait Islander people, people from diverse backgrounds, and those with disabilities. All successful candidates will be required to complete an Australian Police Check prior to commencement. #J-18808-Ljbffr