Collections Specialist

About HomeMade

HomeMade is an approved aged care provider that supports older people to manage their own services with guidance from clinical and customer support teams. The business uses technology to help customers keep control, tailor support plans to their needs, and make the most of available funding.

This role sits within the HomeMade team, part of Attain Healthtech Group. The broader group includes HomeMade, Mable, Leap In! and Mable Direct, united by a focus on improving care and support outcomes, using technology thoughtfully, and helping customers achieve better results.

Working here means contributing to better lives for older people by supporting their independence and enabling them to remain at home for longer.

About the Role

This is a permanent full-time Collections Specialist position in the Customer Collections team. You will report to the Collections Team Leader and help manage collections and account administration for Support at Home customers.

The role is focused on handling overdue balances, including co-contributions, personal contributions, and overspends, while maintaining respectful and empathetic relationships with customers. You will also review accounts, investigate billing issues, and complete financial and administrative tasks that support accurate records, compliance, and timely payment collection.

Key Responsibilities

• Manage receivable and payable work connected to customer invoices, including co-contributions, personal contributions, and overspends.
• Review invoices, identify differences, and reconcile account balances.
• Establish and maintain customer contribution accounts for both personal and government funding.
• Track direct debit arrangements and monitor account activity.
• Issue invoice-related messages and follow up overdue payments by phone and email.
• Carry out regular file reviews to confirm funding and financial compliance.
• Support customers with prompt, proactive communication across different channels.
• Create statements, account changes, and adjustments when needed.
• Manage shared inboxes and task queues, ensuring items are handled quickly and accurately.
• Work with Support Partners and the Service & Support team to resolve account queries, feedback, and complaints.
• Recognise customer issues, pursue resolution, and escalate matters when appropriate.
• Help improve processes by identifying efficiencies and supporting continuous improvement work.
• Follow team procedures and contribute to both individual and team KPI targets.
• Act as a customer advocate and help ensure enquiries are resolved effectively.
• Assist other teams when operational priorities require it.

Requirements

• A finance-related qualification is helpful, though not mandatory.
• Alignment with HomeMade’s mission and a genuine interest in improving outcomes for older Australians.
• Strong written and verbal communication, with the ability to listen carefully, show empathy, explain complex matters clearly, and build understanding with internal and external stakeholders.
• Practical knowledge of Xero, SAP, and Salesforce.
• Intermediate Excel ability, including handling data, analysing information, and working with raw datasets.
• Customer-first mindset with a focus on positive outcomes.
• High attention to detail and strong accuracy.
• Well-developed planning, organisation, and time management skills.
• Ability to handle multiple tasks and prioritise competing deadlines effectively.
• Problem-solving approach that is resolution-oriented and proactive.

Values and Culture

HomeMade and the wider Attain Healthtech group operate with a set of shared values: putting people first, fostering freedom, doing the right thing, being bold, breaking new ground, making it matter, and owning the outcome. The company places people and relationships at the centre, values fairness and transparency, and encourages creative thinking that creates lasting impact.

Benefits

• Career development through learning from experienced leaders, industry specialists, and on-the-job opportunities.
• Paid parental leave: 14 weeks for primary carers and 6 weeks for secondary carers, plus superannuation.
• A flexible working model that combines office time with remote work.
• An extra paid Flexi Leave day each quarter.
• A floating public holiday that can be taken on a meaningful day of your choice.
• Recognition and rewards for strong performance through an accessible rewards program.

Inclusion

HomeMade welcomes people from all backgrounds and values diversity in experience, family responsibilities, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. Candidates who are interested in the role but do not meet every requirement are still encouraged to submit an application.