Collections Specialist

What the role involves

A collections specialist at Merion manages a portfolio of commercial accounts — B2B debts referred by creditor clients — from initial contact through to resolution. That resolution might be full payment, a structured arrangement, a settlement, a hardship agreement, or escalation to pre-legal action. The path depends on the account, the debtor's circumstances, and what is proportionate.

Day-to-day work is a mix of written and telephone contact with debtors, negotiating payment arrangements and settlements, documenting every interaction in the case management system, and communicating outcomes to clients. Every contact is logged. Every commitment — from either side — is recorded.

When an account requires escalation, the specialist is responsible for recognising that point and handling the transition correctly: preparing the file, communicating the change, and ensuring nothing falls between the cracks.

The skills this role requires

Telephone negotiation is the core skill. Not aggression — effective negotiation. Understanding what the debtor is actually saying, identifying what outcome is realistic, and structuring an arrangement that works within Merion's authority and the client's expectations. Written communication matters equally: letters of demand, follow-up correspondence, and formal notices must be accurate and compliant.

Case management discipline is non-negotiable. An unlogged call is a risk to the firm and to the client. A missed follow-up is a broken commitment. The best collections specialists are methodical: they work through their portfolio systematically, prioritise by account age and value, and close loops rather than letting them drift.

Payment arrangement structuring requires basic commercial arithmetic and a clear understanding of what Merion can authorise. Regulatory awareness — the ACCC and ASIC joint debt collection guideline, the Australian Privacy Principles, and the relevant state licensing requirements — is not optional background knowledge; it is applied daily.

Licensing

A current mercantile agent licence — or demonstrated eligibility to obtain one — is required for collections work in certain Australian jurisdictions. Applicants should note this requirement and indicate their licensing status in any expression of interest.

Culture fit

The most effective collections specialists at Merion are patient, methodical, and solutions-oriented rather than confrontational. They understand that most commercial debtors are not bad actors — they are typically businesses managing cash flow problems, payment disputes, or competing obligations. Approaching those situations with that understanding produces better outcomes than pressure.

That does not mean being soft. Accounts have timelines, clients have expectations, and the firm has obligations. Knowing when firmness is appropriate, and applying it in a compliant and professional way, is exactly the judgement the role demands.

A note on this page

This is a role type description — it explains the kind of work, the skills required, and what it takes to be effective here. It is not a current job posting. Merion does not publish vacancy listings. If your background suits this role type, register your interest and tell us. We will be in touch when a relevant requirement arises.