Senior Collections Officer

Help Us Shape the Future of Aged Care

Trilogy Care is one of Australia’s fastest-growing approved Home Care Package providers. Our innovative self-management model gives older Australians more choice, transparency, and value - so they can spend less on fees and more on the care they need.

We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. It’s not just about numbers - it’s about real impact for our clients and their families and we take pride in building a workplace where people feel empowered, supported, and valued.

Reporting to the Collections Team Lead, you’ll manage end-to-end co-contribution collections. You’ll handle a high volume of lower valued accounts, primarily over the phone with care recipients and their families. You’ll also own daily and monthly reporting on collections performance, helping us stay efficient, compliant, and client focused. Own the collections process from start to finish.

What You'll Be Doing

• Manage the end-to-end collections process for co-contributions from care recipients
• Oversee high-volume, low-value accounts with a consistent and efficient follow-up approach
• Conduct outbound calls to care recipients to discuss account status and encourage timely payments
• Follow up with care recipients in arrears through phone calls and emails, ensuring clear communication and support
• Assist in processing and setting up direct debit requests to streamline payment collection
• Engage with customers to discuss and negotiate suitable payment arrangements
• Proactively escalate complex or unresolved collection matters to management for further action
• Prepare and deliver regular and ad hoc accounts receivable reports, providing updates on collection activities and outcomes

How you'll succeed in this role

• Consistently achieve monthly collection targets through timely and proactive follow-ups
• Communicate respectfully and empathetically with elderly clients
• Prepare accurate and timely reports to support effective decision-making
• Drive increased uptake of direct debit payment arrangements
• Escalate unresolved issues appropriately while supporting overall team objectives

What You'll Bring

• Minimum 3-year experience in collections, and a strong passion and drive to build a career in collections
• Demonstrated ability to interact with elderly clients using an empathetic and respectful approach (Must)
• Service-oriented mindset with excellent interpersonal and communication skills to effectively engage with clients, families, service providers, and government agencies
• Strong negotiation and problem-solving abilities to resolve payment issues and disputes
• Proven ability to work independently and collaboratively within a multi-disciplinary team, showing initiative to drive outcomes
• Highly organised with the ability to prioritise tasks and manage competing deadlines effectively
• Proficient in Microsoft 365 applications, including Excel, Word, and Teams

Why Join Trilogy?

• Expansive new King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
• Vibrant team culture and regular social events
• Opportunities for career mapping and career progression within the company
• Salary packaging to boost your take-home pay
• Access to Fitness Passport to support your health and wellbeing
• EAP support for you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness and more

Unlock your Potential with Trilogy Care

Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re going beyond compliance and coordination – we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment – not just the Tech team! Whether you're in finance, people & culture, growth, or support, you’ll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.

Please note:

Applicants must have full Australian work rights

A police check and declaration of prior professional conduct are required for this role

We appreciate the interest of recruitment agencies, but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.