Job Description

Symbos is an Australian-founded business delivering customer experience and operational solutions at global scale. We partner with organisations to build capable offshore teams that combine people, empathy and technology. We are hiring a Collections Agent / Specialist to support customer account operations for a leading Australian utilities and essential services provider.

About the Client

Our client is a leading Australian provider of electricity, gas, internet and mobile services. This role supports customer account activity, with a focus on compliant, empathetic and service-oriented collections and account resolution.

The Opportunity

As a Collections Agent / Specialist, you will manage a portfolio of customer accounts requiring follow-up and resolution. You will make outbound contact, negotiate suitable payment arrangements, document actions accurately and escalate sensitive or complex matters when needed. The role is suited to someone who can balance performance targets with professionalism, empathy and compliance.

What Sets This Role Apart

You will support a well-known Australian client in a role where negotiation, empathy and compliance all matter. This is not just about making calls; it is about helping customers work through account issues while protecting quality, documentation and customer experience standards.

Key Responsibilities

Manage a portfolio of delinquent customer accounts and prioritise collection activities based on risk and recovery opportunities.

• Conduct outbound calls and other approved communications to support account resolution.
• Negotiate payment arrangements and follow up on customer commitments.
• Use approved systems and contact strategies, including skip tracing where required, to improve customer contact and resolution outcomes.
• Maintain accurate records of customer interactions, commitments and account actions.
• Escalate complex cases, disputes or vulnerable customer situations in line with process.

What We’re Looking For

• 6 months to 3 years of experience in collections, accounts receivable, recoveries or customer account management.
• Strong verbal communication, active listening, negotiation and objection-handling skills.
• A customer-focused approach, with the resilience to manage high-volume and sensitive conversations.
• Strong attention to detail and confidence documenting customer interactions, commitments and account actions accurately.
• Willing to work onsite on a dayshift schedule in Ortigas, Pasig City

Nice to Have

• Experience supporting Australian businesses or customers.
• Experience in a Shared Services, BPO, contact centre, utilities, banking, lending, telecommunications or consumer finance environment.
• Exposure to SAP, CRM, case management, payment processing, Genesys, auto dialers or skip tracing tools.

Who This Role Suits

This role suits someone who is target-driven, resilient and professional, with the confidence to manage outbound conversations while keeping customers at the centre. You will enjoy this role if you are motivated by results, comfortable handling objections and committed to doing the right thing within clear guidelines.

Application Process

Apply with your updated resume. Shortlisted candidates will be contacted for an initial screening conversation focused on collections experience, communication style, systems exposure and compliance mindset. An online skills assessment will also be part of the screening process.