Collections Specialist

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the HomeMade team.  About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit https://homemadesupport.com.au/ About the role An exciting opportunity is available for a Collections Specialist to join our Finance – Collections team at HomeMade, supporting our customers across Australia. Reporting to the Collections Team Lead, you will play a key role in delivering a high-quality customer experience. You’ll build strong, respectful relationships with HomeMade customers and their support networks, providing professional consultation, advice, and case management support to help achieve positive outcomes. Key Responsibilities

Prepare, reconcile, and manage HomeMade package management fee invoices with accuracy and care

Reconcile and claim customer funds via PRODA, ensuring compliance with government requirements

Set up and close customer accounts, including preparing exit statements and final reporting in line with regulations

Establish and manage customer personal and government contribution accounts

Coordinate funding transfers for inbound and outbound customer switches, ensuring seamless transitions

Conduct regular audits of customer files to ensure financial accuracy, funding compliance, and package management requirements

Support HomeMade customers through proactive and responsive communication across multiple channels

Partner closely with Support Partners and the Service & Support team to resolve account enquiries, feedback, and complaints clearly and efficiently

Process customer reimbursements with precision, efficiency, and attention to detail

Contribute to workshops and team meetings, actively identifying opportunities to improve processes and ways of working

Meet individual and team KPIs while adhering to established processes and procedures

Act as a strong customer advocate, ensuring customer needs are heard, supported, and resolved

What You'll Bring

Experience in accounts administration or finance operations, with high-volume processing and a strong eye for accuracy

Solid understanding of payments, invoicing, and reconciliations

Clear, professional written and verbal communication skills, with confidence speaking directly with customers to explain financial information and resolve enquiries

Excellent attention to detail and the ability to juggle priorities in a fast-paced environment

Confidence working across multiple systems, with strong digital literacy

Strong problem-solving and analytical skills to quickly identify and resolve discrepancies

Clear, professional written and verbal communication skills

Strong organisation and time management, meeting service levels and deadlines

A collaborative mindset and commitment to continuous improvement

Experience in aged care, home care, or community services (desirable)