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.
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