Job Description
Positions:
- Income Administration (Debt Recovery) Officer
- Income Administration Officer
- Income Support Officer
- Payments and Recoveries Officer
Classification Levels: APS3 – APS6
Location: Canberra, ACT
Employment Type: Non-ongoing / 6 Month Contracts
Overview
These roles are responsible for delivering accurate, timely, and customer-focused financial support services related to income replacement, payment processing, and debt recovery. They support public sector employees who are absent from work due to workplace injury or illness, ensuring financial entitlements and obligations are managed in line with legislation and agency policies.
Key Responsibilities (vary by level/classification)
APS3 – Entry Level
- Process routine payment transactions and maintain accurate records.
- Support debt recovery activities under guidance.
- Respond to straightforward queries from clients and stakeholders.
- Perform administrative tasks related to income support processing.
- Escalate issues appropriately and contribute to continuous improvement.
APS4 – Operational Level
- Undertake case management of income support claims, including calculations and verifications.
- Assist in debt recovery actions, including initiating recovery steps and following up with clients.
- Liaise with internal and external stakeholders to resolve payment discrepancies.
- Prepare basic reports and contribute to procedural reviews.
APS5 – Senior Operational Level
- Review and analyse income support claims and overpayment cases.
- Apply legislative and policy frameworks to complex cases.
- Provide advice to stakeholders on entitlements, repayments, and obligations.
- Assist in the development of standard operating procedures and staff training.
APS6 – Specialist Level
- Lead complex income support and debt recovery cases with minimal supervision.
- Interpret and apply relevant legislation, policies, and procedures to ensure compliance.
- Provide high-level guidance and mentoring to junior staff.
- Monitor performance and quality assurance in payment and recovery processes.
- Draft briefs, reports, and recommendations for senior management.
Key Capabilities
- Strong attention to detail and numerical accuracy
- Understanding of relevant income support legislation and policy (or ability to acquire quickly)
- Effective written and verbal communication skills
- Ability to use case management and financial systems
- Sound judgement and problem-solving skills
- Customer service orientation
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.