Let's Talk About Work That Actually Means Something
If you're confident on the phone, skilled at navigating low-value collections with empathy and clarity, and ready to bring structure to a fast-growing team – this could be the opportunity for you.
At Trilogy Care, we help older Australians stay independent through self-managed care. That includes managing thousands of co-contribution accounts with accuracy, compassion, and professionalism. We're growing quickly, and we're looking for a Collections Officer who thrives in a high-volume environment and wants to make a real impact on the client experience.
This isn't collections the way it used to be. We're building something modern, supportive, and client-centred – and we'd love your help.
What You'll Do
Reporting to the Collections Team Lead, you'll manage end-to-end co-contribution collections for a large portfolio of low-value accounts. You'll be the first point of contact for clients and families, guiding them through payment options with care and confidence, and backing every conversation with consistent, reliable reporting.
You will:
* Manage a high volume of low-value co-contribution accounts
* Make inbound and outbound calls to clients, following up on overdue payments professionally and compassionately
* Negotiate payment plans and resolve account-related queries on the spot
* Set up direct debits, process payments, and ensure all information is recorded accurately
* Escalate complex or unresolved issues with clear context and recommendations
* Prepare daily, weekly, and monthly reports to track performance, trends, and risks
* Support continuous improvements in collections workflows and client experience
What You'll Bring
You're a confident communicator who can stay calm, clear, and solutions-focused – even in challenging conversations. You're organised, detail-driven, and comfortable switching between systems while keeping your follow-ups tight and your documentation clean.
The ideal candidate will have:
* 2+ years' experience in collections, credit control, or a strong desire to build a career in the space
* Confidence making high-volume outbound calls with a client-first approach
* Strong communication skills and the ability to adjust your tone, pace, and style with care
* Excellent problem-solving and negotiation abilities
* Comfort speaking with older Australians and supporting them through sometimes sensitive conversations
* Solid proficiency in Microsoft 365 (especially Excel)
* A resilient, organised, and solutions-focused mindset
Why Trilogy Care?
* Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
* Vibrant business & team culture with regular social events
* Ongoing training workshops and support from Learning & Development, peers, and managers
* Career progression opportunities across the department
* Access to Novated leasing and Fitness Passport
* 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.