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Optus Customer Payment Support (CPS), part of Billing and Credit, 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 focuses 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.
In the role of a Collections Specialist, 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.
Please note, this is a fixed term temporary full-time opportunity with minimum of 3 months.
Ready to reimagine your career at Optus?
Serve as a senior team member, Commercial Manager and Collections Consultant by handling complex issues and inquiries.
Assist the Collections Manager with mentoring and ongoing team support to improve performance.
Manage a portfolio with effective debt collection strategies, prioritising daily tasks to reduce debts, prevent churn, and mitigate risk.
Build and maintain positive relationships with internal and external Optus stakeholders, while addressing customer financial hardship or capacity-to-pay inquiries.
Handle customer complaints with a focus 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.
It starts with you!
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, resolve conflicting objectives, and foster 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.
The good stuff … 3 days in the office, 2 days remote – with flexible hours to suit!
Inclusive paid parental leave, up to 14 weeks for the primary care giver All Optus employees have access to resources, webinars and support via the 'Parents at Work portal' Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University) Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!
At Optus, we have an ambitious goal to be Australia's most loved everyday brand.
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Go behind the scenes with our people by searching #OptusLife on LinkedIn.
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences.
We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
We also want to do our best to make our recruitment process inclusive.
If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email ****** or call 1800 309 170.
We're here to help.
When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.