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Consumer Collections Lead Apply locations Melbourne Corporate time type Full time posted on Posted 2 Days Ago time left to apply End Date: April 21, 2025 (7 days left to apply) job requisition id R-0020127
Join the change. Together, we'll make history As we keep the lights on for over four million customers and move towards a more sustainable way of life, it's an exciting time to be at AGL. We're re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You'll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.
About the role Complex Collections Team Lead Are you an experienced leader passionate about delivering strong commercial outcomes while maintaining exceptional customer experience? AGL is seeking a Collections Lead to oversee our high-value and aged debt collections.
In this role, you will lead a team of credit specialists and collections officers, ensuring they meet performance targets and uphold AGL's commitment to minimizing overdue accounts and preventing bad debt. You'll provide coaching, drive strategic initiatives, and develop innovative debt resolution strategies that balance risk management with customer engagement.
What you will do: Execute AGL's customer collections strategy to maximize cash flow, enhance customer experience, and minimize bad debt exposure. Lead and develop a high-performing team, setting clear objectives, providing coaching, and monitoring performance against key metrics. Optimize collections processes to ensure accurate tracking and effective debt recovery. Manage aged debt daily and implement best-practice methods to improve financial outcomes while maintaining a customer-centric approach. Collaborate with internal stakeholders (Disputes, Customer Service, and Commercial Services) to resolve escalated customer issues efficiently. Enhance team capabilities through training programs, performance coaching, and strategic planning to drive continuous improvement. What We're Looking For: Proven leadership experience managing collections teams, with a focus on coaching and performance development. Strong negotiation and influencing skills with the ability to balance commercial objectives and customer experience. Exceptional analytical skills to assess credit risk and implement effective debt recovery strategies. Proficiency in SAP ISU, CRM, and Microsoft Excel to manage debt portfolios and generate performance insights. Experience in credit and financial operations (3+ years preferred), with a deep understanding of debt collection strategies and compliance frameworks. At AGL, we offer a wide range of benefits including: Flexible working options including hybrid work. Discounts on energy, telcos and solar plans. Participate in Energise - our reward & recognition program. Access 20 weeks of paid parental leave for the primary carer. Access to an additional week of recharge leave per year. *Benefits may change over time and vary based on role type and location.
Inclusion at AGL At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant. Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.
AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
Location Docklands VIC 3008
Job Family Group Credit
About Us We are Australia's largest energy generator & leading energy retailer. AGL is an ASX-listed leading integrated essential service provider, with a proud 186-year history of innovation and a passionate belief in progress – human and technological.
From lighting the first gas streetlamp in Sydney in 1841 to helping shape a sustainable energy future for Australia, we have a track record of leading change.
We deliver 4.3 million gas, electricity, and telecommunications services to our residential, small and large business, and wholesale customers across Australia.
We operate Australia's largest electricity generation portfolio, with an operated generation capacity of under 9,000 MW, which accounts for approximately 20% of the total generation capacity within Australia's National Electricity Market.
AGL has the largest renewables and storage portfolio of any ASX-listed company, having invested $4.8 billion over the past two decades in renewable and firming generation.
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