Collections Specialist

About Us

HomeMade is part of the Attain Healthtech Group, a network of companies devoted to creating meaningful, positive changes in the care and support sector. Our core beliefs include the use of technology as a key facilitator and a strong commitment to helping our customers achieve better outcomes.

HomeMade is an approved aged care provider focused on empowering older adults to self-manage their service providers with support from clinical and customer care teams. Our innovative technology platform supports thousands of individuals to maintain control and tailor support plans that suit their needs while optimizing funds.

Working with us means contributing to the independence and well-being of older people, helping them live meaningful lives in their own homes.

Role Overview

We have a permanent full-time opportunity for a Collections Specialist to join our Customer Collections team in Melbourne. Reporting to the Collections Team Leader, you'll handle collections and account management for Support at Home customers, managing outstanding balances including co-contributions, personal contributions, and overspends. Your role will require maintaining positive customer relationships through empathetic, professional communication, as well as performing account reconciliation and resolving billing discrepancies.

Key Responsibilities

• Manage accounts receivable and payable activities related to customer invoices such as co-contributions and overspends.
• Verify invoices, investigate and rectify discrepancies, and reconcile accounts.
• Establish and maintain government and personal contribution accounts for customers.
• Monitor direct debit arrangements and account statuses.
• Communicate invoice-related information and follow up on outstanding payments through calls and emails.
• Conduct routine audits of customer files to ensure compliance with funding and financial regulations.
• Provide proactive and responsive customer support across various communication channels.
• Generate statements, make account adjustments, and handle amendments as necessary.
• Manage shared email inboxes and task queues to ensure timely responses and resolutions.
• Collaborate closely with Support Partners and the Service & Support team to address account inquiries, feedback, and complaints.
• Identify and escalate customer concerns when needed, working towards resolutions.
• Participate in continuous improvement efforts by reviewing workflows and suggesting efficiencies.
• Adhere to team processes and achieve both individual and team key performance indicators.
• Champion customer interests to ensure their needs are met and inquiries resolved.
• Support other departments as operational needs arise.

Candidate Profile

• A relevant finance qualification is advantageous but not essential.
• A passion for enhancing the lives of older Australians and alignment with HomeMade’s values is important.
• Effective written and verbal communication skills, with the capacity to listen empathetically, explain complex concepts clearly, and foster mutual understanding with diverse stakeholders.
• Familiarity with Xero, SAP, and Salesforce platforms.
• Intermediate skills in Microsoft Excel including data manipulation and analysis.
• A customer-centric attitude focused on delivering positive outcomes.
• Exceptional attention to detail and accuracy.
• Excellent ability to manage time and stay organized.
• Capable of multitasking and prioritizing competing responsibilities efficiently.
• Problem-solving oriented with a proactive mindset towards addressing challenges.

Our Core Values

• Put People First: Prioritize people and relationships in everything we do.
• Foster Freedom: Advocate for a life lived on one’s own terms without unnecessary controls.
• Do The Right Thing: Act with fairness, honesty, openness, ethics, and transparency.
• Be Bold: Envision and create a brighter future with courage and innovation.
• Break New Ground: Simplify care through creativity and bold ideas.
• Make It Matter: Focus on making impactful improvements in lives.
• Own The Outcome: Set high standards, deliver excellence, and achieve lasting results.

Benefits

• Opportunities for career growth and learning from experienced industry professionals.
• Generous parental leave with 14 weeks paid for primary carers and 6 weeks paid for secondary carers, including superannuation.
• Flexible hybrid work environment balancing office and remote work.
• Additional paid leave—one extra day per quarter for personal enjoyment.
• A floating public holiday to celebrate significant days your own way.
• Reward and recognition programs celebrating achievements and excellent performance.

Equal Opportunity and Encouragement

We embrace diversity and inclusivity across ethnicity, family background, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply. We welcome applicants who may not meet every criterion but are passionate and bring valuable experience and perspectives.