Job Description
The purpose of this role is to manage the collection/credit escalation process including liaising with internal/external customers as the key point of contact to resolve disputes whilst maintaining a high level of customer centricity. Also provide support to the National Credit Manager with reporting, projects and process improvement initiatives
Responsibilities
- Liaising with internal and external customers to resolve disputes and recover aged debt for Domain (3515) – maintain an effective relationship with key stakeholders ensuring financial objectives of Domain are being met.
- Act as the first escalation point to resolve disputes from internal/external customers in a manner that protects the organisation’s financial interests and maintain positive customer relations.
- Gather and review account information and escalate unresolved disputes from internal/external customers to provide resolution recommendations to the manager.
- Minimize bad debt write off emanating from subscription and sundry debtor billing systems by having sound collections skills.
- Ensure the compliance of all credit policies and procedures are adhered to ensure protection of revenue.
- Coordinate tracking of customer payments originating from payment queries.
- Review accounts at referral stage of collection process to external Mercantile Agent.
- Liaise between customers and Mercantile Agent on dispute resolution and negotiation of payment arrangements to minimise overdue debt and avoid bad debt write-off
- Account monitoring through our Credit Reporting bureau to escalate any accounts flagged as high risk
- Prepare monthly reporting on account disputes, bad debt write-offs and legal/collection performance
- Prepare month end debtors reporting and analytics on key metric performance trends including commentary
- Act as the subject matter expert (SME) for key system integration projects, including involvement in all UAT and providing recommendations
- Identify and develop process improvements to maximise efficiencies, improved customer experience (both internal and external) whilst mitigating risk
- Maintain all process documentation ensuring any changes are communicated to key stakeholders
- Any other duties requested by the National Credit Manager from time to time
About You
As the successful applicant, you will possess 5+ years’ experience in high performing AR teams. You will also possess:
- Significant experience in Collections (including legal) - 5+ years
- Working knowledge of Mercantile Agents principles
- Demonstrated customer service skills
- Working knowledge of Australian business structures
- Effective problem solver and decision maker
- Key stakeholder management
- Reporting and analysis Zuora/Salesforce Knowledge (not necessary but desired)
- Tertiary qualification in Finance or a related business discipline
- Previous experience with a business process outsourcing
What’s in it for you
Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. We offer you generous compensation and performance-based incentives. As well as having an outstanding working environment, other perks include extra days of annual leave, leadership development programs, LinkedIn Learning, Perkbox discounts and much more!
What’s Next?
We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out—so keep your phone handy! We’re genuinely excited about the chance to work together and make a meaningful impact.
Equity, Diversity and Inclusion at Domain
Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).
We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we're here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at [email protected] or leave a message on 1300 858 356 and we will get back
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
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