JR-18658: Credit Controller

Job Description

Position Overview:

The Credit Controller is responsible for managing overdue accounts through proactive customer contact, negotiation of payment arrangements, and resolution of account discrepancies to ensure timely recovery of outstanding balances. The role plays a key part in supporting the organisation's cash flow and credit risk management objectives by maintaining efficient, accurate, and customer-focused collections processes.

As this role supports offshore delivery, it requires strong English communication skills, adaptability within a global working environment, effective virtual collaboration, and the ability to work independently with minimal supervision.

Key Responsibilities

• Make outbound calls and receive inbound calls to collect overdue payments from customers in accordance with company policies and regulatory requirements.
• Negotiate and establish suitable payment arrangements while maintaining a professional and empathetic customer approach.
• Update customer account records accurately with the outcome of each call and any agreements made.
• Identify accounts requiring escalation or further action and refer them to the appropriate internal teams.
• Follow documented procedures and maintain compliance with all role-based access, privacy, and escalation requirements.
• Delivery outputs within agreed turnaround times and accuracy standards, maintaining clear documentation for traceability and audit purposes.
• Identify exceptions or uncertainties early and escalate promptly to onshore leads to minimize risk.
• Collaborate with Credit Managers and Senior Credit Controllers to share insights, resolve issues, and continuously improve collections effectiveness.
• Meet or exceed daily, weekly, and monthly targets related to call volume, collections, and account resolution.
• Handle customer disputes, complaints, or inquiries related to billing and payment, ensuring prompt and effective resolution.
• Adhere to data protection and privacy policies, as well as all regulatory compliance standards (ACCC & NZCC)
• Participate in training and development programs to remain up to date with systems, products, and compliance requirements

Key Competencies

• Excellent communication and negotiation skills for clients and internal stakeholder interactions
• Strong stakeholder management and cross-cultural communication skills
• Proven customer service experience with ability to handle difficult conversations professionally.
• High attention to detail and accuracy
• Resilience and ability to work effectively under pressure
• Team player with a proactive approach to problem-solving
• Comfortable working across time zones to liaise with clients or teams in Australia or New Zealand
• Ability to work independently, manage priorities and meet deadlines

Values Alignment

• Demonstrates curiosity and boldness in thinking and approach
• Builds trusted client and internal relationships
• Strong communication and collaboration behaviours
• Takes proactive accountability for delivering quality work and results, with care
• Proven decision-making, problem-solving, communication and time management skills
• Effective at working as part of a team

Qualifications And Requirements

• Proven experience in collections, credit control, or accounts receivable within a high-volume, fastpaced environment.
• Demonstrated ability to meet or exceed collection targets, manage account portfolios, and resolve escalations effectively.
• Strong analytical capability to interpret aging reports, reconcile accounts and recommend action plans for overdue balances.
• Proficient in Credit Management Systems and Microsoft Office Suite (Word, Excel, Outlook)
• Familiarity with AU/NZ billing practices, credit terms and regulatory frameworks (ACCC/NZCC)
• Experience supporting AU/NZ or global clients within a BPO or shared services environment is highly regarded.
• Strong English communication skills – both written and verbal – with a professional and customerfocused tone.
• Willingness to work during AU/NZ business hours and collaborate effective with onshore teams across time zones.
• Bachelor's degree in business, Accounting, Finance or a related field (preferred); High school diploma required.
• Minimum 3 years' experience in collections, credit control or accounts receivable, ideally within a BPO, shared services, or AU/NZ client environment.
• Additional certifications or training in Credit Management, Accounting, or Customer Service will be an advantage.