Collections Specialist

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the HomeMade team. About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit https://homemadesupport.com.au/ About the role An exciting opportunity exists for a permanent full-time Collections Specialist to join our Customer Collections team. Reporting to the Collections Team Leader, you will be responsible for delivering effective collections and account management support to Support at Home customers. You will manage outstanding customer balances, including co-contributions, personal contributions, and overspends, while maintaining positive customer relationships through professional and empathetic communication. The role also involves reconciling customer accounts, investigating billing discrepancies, and completing related administrative and financial activities to ensure account accuracy, compliance, and timely collection of funds. Key Responsibilities Manage accounts receivable and payable activities relating to customer invoices, including co-contributions, personal contributions, and overspends. Validate invoices, investigate discrepancies, and reconcile account balances. Set up and maintain customer personal and government contribution accounts. Monitor customer direct debit arrangements and account status. Send invoice-related communications and follow up outstanding payments via phone and email. Conduct regular audits of customer files to ensure funding and financial compliance. Support customers through proactive and responsive communications across multiple channels. Generate statements, account adjustments, and amendments as required. Manage shared inboxes and task queues, ensuring timely action and resolution. Work closely with Support Partners and the Service & Support team to resolve account enquiries, feedback, and complaints. Identify customer concerns and work towards a resolution, escalating where required. Contribute to continuous improvement initiatives by reviewing processes and identifying efficiencies. Adhere to team processes and meet individual and team KPIs. Advocate for customers to ensure their needs are met and enquiries resolved. Support other departments as required to meet operational needs. Your Skills and Expertise A relevant qualification in Finance is beneficial but not essential. Passionate about creating a brighter future for older Australians, with values that align with HomeMade. Strong written and verbal communication skills, with the ability to listen, empathise, acknowledge concerns, explain complex concepts, and build mutual understanding with a range of internal and external stakeholders. Working knowledge of Xero, SAP, and Salesforce. Intermediate Excel skills, including data manipulation, analysis, and working with raw data. Customer-focused, with a commitment to delivering positive outcomes. Highly detail-oriented with strong accuracy and attention to detail. Excellent time management and organisational skills. Ability to multitask and effectively prioritise competing demands. Resolution-focused, with strong problem-solving skills and a proactive approach to challenges. The values we live by Put People First 🫶🏼 People and relationships matter most. Foster Freedom 🪁 Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions. Do The Right Thing 💖 Be fair, honest, open, ethical, and transparent. Be Bold 💡 With a vision to imagine and create a brighter future. Values we share as part of Attain Healthtech Break New Ground 🧨 We simplify care with creativity and bold ideas. Make It Matter 💟 We put people at the centre and create impact that improves lives. Own The Outcome 🥇 We aim high, deliver excellence and drive results that last. Our benefits Power your career ⚡️ Learn from industry experts, experienced leaders, and on-the-job opportunities. Access parental leave 👶 Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Work with flexibility 🏠 We’re a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days 🌴 Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday 🫶🏾 Acknowledge a significant day your way with family and friends. Be rewarded 🏆 Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. We are one As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!