Credit & Collections Officer

We're seeking Credit & Collections Officers to join our professional contact centre, where you will balance empathetic customer support with proactive credit risk management to ensure sustainable financial outcomes.

You'll join an innovative team, who value open communication and peer support, creating an environment where everyone is encouraged to grow.

(Eastern Creek or Sydney CBD office location)

About the role

As a Credit & Collections Officer, you'll support strong customer outcomes while helping optimise cash flow and manage credit risk within a structured, professional contact centre environment.

• Manage a combination of inbound and outbound customer calls, with calls averaging around 20 minutes per call, designed to support quality conversations and effective resolution
• Negotiate outstanding payments and deliver fair, compliant, outcome focused resolutions
• Review and assess customer accounts to identify risk, next actions, and appropriate outcomes
• Support customers experiencing financial hardship by identifying fair and sustainable solutions
• Collaborate closely with internal stakeholders, including Customer Service, Account Managers, and Credit leaders
• Manage relationships with external Debt Collection Agencies, including referrals, progress updates, and supporting performance reviews
• Maintain strong compliance with credit policies, privacy obligations, legislative requirements, and risk‑minimisation practices

Core Requirements:

This role is fast‑paced and dynamic, requiring strong competency skills - including navigating multiple systems, managing several screens at once, and confidently talking while typing. You'll also be operating on a dialer and managing high‑volume call activity, which means strong multi-tasking and attention to detail are key.

We're looking for someone with a curious mindset and transferable skills who can grow and thrive in our team. Ideally, you will bring:

• Must have previous experience in a contact centre environment (exposure in credit, collections, or financial services is highly regarded)
• Strong communication skills, with the ability to engage professionally and empathetically with customers and internal teams
• Confidence working across multiple systems, policies, and data in a fast-paced environment
• A positive, adaptable mindset, with the resilience to manage challenging conversations and openness to feedback and development
• Proficient in Microsoft Office Suite (Outlook and Excel)
• Strong attention to detail and accuracy

Comprehensive training will be provided, ensuring you are fully supported in developing the necessary technical and operational skills to succeed.

Important things to know:

• Full-time Permanent opportunity
• Attractive salary package plus bonus/benefits
• 100% office-based role due to security, system access and real time collaboration within the Credit team
• You must commit to 4-6 weeks of paid, onsite training delivered at Eastern Creek (preferred) or Sydney CBD
• (Fortnightly roster) Monday - Friday shifts: 8.30am-4.30pm, 9.00am-5.00pm and 9.30am-5.30pm
• No weekends or late evening shifts
• Must have Full Working rights in Australia
• Ability to successfully complete and clear all required background and criminal history checks

About Transurban

At Transurban, we show up with an open mind and a focus on what matters. Here, your work shapes real-world outcomes.

Every day, we step into our customers' shoes to understand what creates the most value for them on and off the road.

Through smart technology and continuous innovation, we're redefining how roads and infrastructure connect communities, and make our cities safer, easier, and more efficient.

With us, you'll learn, grow, and broaden your skills through purposeful work. And together we are guided by our purpose to "Be the link between people, places and progress".

With a career at Transurban, you'll enjoy a range of benefits, including:

• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
• Learning and development opportunities to support your career interests
• Health and wellbeing support-access to Headspace and our EAP program, wellness facilities, and more
• Share offers and insurance benefits
• Social activities, community give-back programs and paid volunteer days

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

Ready to take on your next challenge? Apply today.

Desired Skills and Experience

Credit Management, Contact Centre, Call Centre, debt collector