The Opportunity
WEX is seeking a professional and proactive Collections Specialist to join our Credit & Collections team. In this role, you will manage an assigned portfolio of accounts, focusing on the timely recovery of outstanding payments while maintaining positive customer relationships. This position is ideal for a communicator who balances commercial objectives with a commitment to fair and ethical collection practices.
Key Responsibilities
Portfolio Management: Take responsibility for an assigned ledger, prioritizing accounts based on risk profiles and aging to ensure efficient recovery.
Customer Engagement: Conduct professional inbound and outbound communication to resolve overdue accounts and secure firm payment commitments.
Negotiation & Resolution: Negotiate sustainable payment arrangements in accordance with company credit policies and delegated authority levels.
Query Management: Investigate and resolve billing discrepancies or account disputes to facilitate prompt payment.
Hardship & Risk Identification: Identify customers experiencing financial hardship and escalate cases with empathy, ensuring alignment with Australian regulatory standards and internal hardship policies.
Compliance & Record Keeping: Maintain accurate, contemporaneous records of all customer interactions within the CRM to ensure audit readiness and compliance with privacy legislation.
Selection Criteria: Experience & Skills
To be successful in this role, you will demonstrate:
Professional Communication: The ability to manage challenging conversations with clarity, professionalism, and empathy.
Resilience & Composure: A proven ability to maintain performance and focus within a high-volume, KPI-driven environment.
Attention to Detail: High level of accuracy in data entry and the ability to strictly follow complex credit and compliance policies.
Problem-Solving Skills: A methodical approach to resolving account issues and removing barriers to payment.
Qualifications & Preferred Skills
Experience: Previous experience in Collections, Accounts Receivable, or a frontline Banking role is highly regarded.
Industry Knowledge: Familiarity with Australian credit, billing, or arrears management processes.
Language Skills: Fluency in Mandarin or Cantonese is highly regarded and will support our diverse customer base across the region.
Technical Literacy: Proficiency in using collections software and standard office suites.
Why Join WEX?
We provide a structured and supportive environment where performance is measured by both recovery outcomes and the quality of customer interactions. WEX is committed to professional development and provides the training necessary to navigate the evolving financial services landscape.
