Overview Work Type: Fixed-term - Full-time Salary: $79,122 - $96,073 Grade: VPS 3 Occupation: Customer service Location: Grampians - Ballarat Reference: 9931 About us The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
About the role
Reporting to the Team Manager, the Bond Services Officer is responsible for delivering frontline services and administration duties related to the management of bond-related payments and accounts through CAV’s systems. The role provides support to the RTBA by maintaining accounts and system records, supporting the accurate processing of transactions, and managing early recovery activity for overdue payments.
There are multiple roles available. Each role is a fixed-term position of two years.
This is an office/hybrid position located in the Ballarat GovHub.
Key Accountabilities
1. Act as the primary point of contact for all RTBA and debt recovery matters, responding to telephone, written and online enquiries from debtors, renters, rental providers, real estate agents and the general public. 2. Manage and resolve Salesforce transactions and cases across all RTBA business areas, ensuring records and system data are accurate. This includes responsibility for debt recovery activities, such as issuing invoices, monitoring account status, and overseeing automated reminder processes to support early engagement and timely resolution of overdue payments. 3. Provide accurate and authoritative advice through frontline services regarding RTBA transactions, payment obligations, available payment options, hardship assistance, and CAV’s debt recovery approach, in line with relevant legislation, policy and regulatory principles. 4. Assess and manage unpaid debts, including analysing account histories and debtor circumstances to determine appropriate recovery actions, identify potential risks or compliance issues, and ensure recovery activity is proportionate and fair. 5. Assist with the immediate conciliation of complaints, including Front Line Compliance Response (FLCR) cases, over the telephone and in writing. 6. Prepare a range of written communications, including notices, procedural documentation and guidance material related to RTBA and debt recovery activities. 7. Collect, process and maintain accurate records within RTBA case management systems, ensuring data integrity, auditability and appropriate escalation of complex or sensitive matters. 8. Identify, record and report emerging issues and trends relating to RTBA system performance, and contribute to continuous improvement of RTBA practices and processes. 9. Provide specialist support and guidance to colleagues on RTBA and debt recovery procedures, system usage and policy interpretation, and contribute to staff induction, training and knowledge sharing activities within the branch. 10. Liaise with internal and external stakeholders to complete administrative tasks associated with the effective delivery of RTBA services. 11. Assist other areas of the RTBA and CAV as required.
For specific responsibilities please review the attached position description.
This position is only open to applicants with relevant rights to work in Australia.
How to apply
Apply before the advertised closing date 11:59pm on Thursday, 05 March 2026. All applications should include:
* a resume; and
* a cover letter which addresses the key selection criteria (within three pages)
Other relevant information To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.
Preferred applicants will be required to undertake pre-employment screening, including a Declaration and Consent form, a Nationally Coordinated Criminal History Check.
DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role. Applications close Thursday 5 March 2026 at 11.59pm Posted 19 February 2026