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Job Description:
The Optus Customer Payment Support (CPS) team, part of the Billing and Credit division, assists customers in managing their financial commitments with Optus.
The team comprises three verticals: BPO Support, Commercial Collections, and Recoveries.
Reporting to the Collections Manager, the Collections Specialist will focus on protecting Optus's interests by supporting portfolios such as Wholesale, Dealers, Prepaid Services, and Special Purpose/"Next Gen."
As the subject matter expert for Commercial Collections processes, the role involves debt management, process reviews, team training, and reporting functions to ensure efficiency and up-to-date practices.
The ideal candidate will have a thorough understanding of collections processes for corporate customers, coupled with proven experience in dynamic team environments and adaptability to change.
The role directly impacts Optus's financial performance by managing aged debt while maintaining high levels of customer satisfaction and fostering strong stakeholder relationships.
This is a fixed-term temporary full-time opportunity with a minimum duration of 3 months.
Key Responsibilities:
* Serve as a senior team member, handling complex issues and inquiries.
* Assist the Collections Manager with mentoring and ongoing team support to improve performance.
* Manage a portfolio using effective debt collection strategies, prioritizing daily tasks to reduce debts, prevent churn, and mitigate risk.
* Build and maintain positive relationships with internal and external Optus stakeholders, addressing customer financial hardship or capacity-to-pay inquiries.
* Handle customer complaints, focusing on minimizing escalations, negotiating amicable outcomes, and preserving the customer experience.
* Drive quality and compliance by managing the Quality Framework across all portfolios, ensuring disputes and collections are handled efficiently and standards are met.
Requirements:
* Relevant qualifications in Business, IT, Commerce, or an analytically based subject.
* Proven experience in collections or customer-facing roles within the telecommunications, banking, or utility industries, with knowledge of Optus collections and debt recovery processes.
* Expertise in high-risk dispute management, quality assurance in high-volume collections environments, and advanced written and verbal communication skills, including negotiation and problem-solving under pressure.
* Experience with credit, billing, and collection system transformation programs, detailed knowledge of default listing processes, and strong Excel skills.
* Proven track record in building effective relationships, resolving conflicting objectives, and fostering collaboration while promoting best practices across teams.
* Adaptable, analytical, and team-oriented, with a focus on continuous improvement, diversity, inclusion, and promoting a healthy work-life balance.
Benefits:
* Flexible working hours, with 3 days in the office and 2 days remote.
* Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
* Access to resources, webinars, and support via the 'Parents at Work portal.'
* Extensive online and facilitator-led learning catalogue, including the option to earn an MBA micro-credential via OptusU (University).
* Opportunity to connect with employee-led volunteer groups, such as Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, and Yarn Network.
* Vibrant campus life, with facilities including restaurants, cafes, gymnasium, GP, and post office.
* Free Optus bus from Macquarie University Metro Station, operating every 6-8 minutes in the morning and afternoon.
About Us:
We have an ambitious goal to be Australia's most loved everyday brand.
Learn more about our culture by searching #OptusLife on LinkedIn.
We value diversity and welcome individual differences, providing an equal employment opportunity to all job seekers.
For more information on Diversity, Inclusion & Belonging at Optus, please visit .