• Salary starting from $87,199 + superannuation
• 12-month fixed term opportunity
• Flexible hybrid working from any icare office across NSW

As a Collections Support Officer, you'll play an important role in supporting the efficient operation of the Collections team through high-quality administration, workflow coordination and record management. You'll help ensure collection-related activities are processed accurately, compliantly and within agreed timeframes while supporting positive outcomes for customers and stakeholders. Working closely with Collections Officers, Team Leaders and internal teams, you'll contribute to service excellence, data quality and continuous improvement across the function.

What you'll be working on

• Coordinate collection-related administrative activities, referrals and workflow queues to support timely service delivery
• Maintain accurate customer, policy, payment and case records across multiple systems
• Prepare correspondence, file notes and supporting documentation using approved processes and templates
• Complete data entry, reconciliation and quality checks to support accurate reporting and decision-making
• Support payment services activities, referrals, disputes and verification processes across the Collections function
• Respond to routine customer and stakeholder enquiries and ensure complex matters are escalated appropriately
• Monitor administrative tasks and follow up outstanding actions to help keep work moving efficiently
• Identify recurring issues, data gaps and improvement opportunities that enhance team performance and customer outcomes

What you'll bring

• Experience in an administrative, business support or operational coordination role
• Experience in workers compensation, insurance, financial services or a customer-focused environment
• Strong attention to detail with the ability to manage records, data and documentation accurately
• Sound judgement to identify issues, exceptions or risks and escalate when needed
• Ability to explain information clearly and work collaboratively with customers, stakeholders and team members
• Confidence using business systems, spreadsheets and digital tools to manage work effectively
• A proactive approach to organising priorities and supporting shared team outcomes
• Ability to successfully complete required pre-employment checks

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

If you are looking for work that matters and an opportunity to contribute to better outcomes for NSW, apply now