Collections Officer

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. The Collections Agent is responsible for outbound customer interactions, including identifying outstanding payments, negotiating payment arrangements, and processing account holds. The role requires navigating CRM systems, verifying customer details, and occasionally handling inbound queries or liaising with financial counselors. Success in this role relies on strong communication, negotiation, and professional conflict resolution skills. Key Details Role Title: Collections Agent Work Type: Full-time (FT) Contract/Classification: Permanent Start Date: 10 August 2026 Training Period: 2 weeks (Hybrid) Location: La Trobe Street, Melbourne CBD (Hybrid) Work Set-up: Hybrid (Wed/Thu in office, 3 days WFH) Hours: 38 hours/week, Mon-Fri (8:30 AM - 7:00 PM, rotating roster) Blackout Period: Christmas shutdown (usually Dec 24 - Jan 2) Equipment: All provided Key Responsibilities: Negotiate and collect outstanding amounts owed to our client Provide accurate and timely responses to enquiries Manage and resolve customer complaints Identify and escalate priority issues Route calls to appropriate resources when necessary Document all information on customer interactions according to standard operating procedures Always strive for Great Customer Satisfaction and Experience Professionalism and consistent performance What You'll Bring Strong Computer Literacy: This is a strict, non-negotiable requirement. You must be comfortable multitasking across several systems, software platforms, and monitors simultaneously. High Emotional Intelligence (EQ): The ability to stay calm, alert, and deeply empathetic when handling critical, high-stakes emergency conversations. Resilience & Commitment: A passion for long-term career growth in a permanent position, with a genuine work ethic suited to a fast-paced environment. Roster Flexibility: Complete, uncompromised availability to accommodate a 24/7 rotational shift pattern. Compliance Readiness: Ability to clear a Fit2Work Nationally Coordinated Criminal History Check l Anti-Money Laundering & Counter-Terrorism Financing AU l Bankruptcy & National Personal Insolvency Full work rights in Australia with no restrictions Why Join Us? A Vibrant Open-Floor Culture: Work in a uniquely transparent environment featuring live music on the floor via our center speaker system, a shared in-office mini library, and a strict "no bossing around" policy where your voice is always heard. Access our comprehensive mental health and well-being resource platform (Sonder), empowering you with regular check-ins, confidential support, and clinical advice to stay balanced and thrive. Access to everyday lifestyle savings: From technology, phone bills, fuel, and groceries to fashion, restaurants, and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands. Participate in fun group activities like Pizza/takeout days, Office Pajama days, and celebrate holidays and seasonal festivals in the office with food and games. Career Gateway to the Utilities Sector: Gain specialized knowledge in a recession-proof industry. Successful consultants frequently move into permanent career placements directly with our primary client networks. How to Apply? Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate. About Probe Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.