I assist our business customers with their financial situation and educating them with options to assist them to reach their goal of financial health.

Responsible for identifying & maintaining customers under the company’s Hardship policy for Origin Energy's Gas and Electricity portfolio’s, directly contributing toward maximising financial returns. Duties include:• Assessing customers for the Utility Relief Grant Scheme (URGS), Home Energy Emergency Assistance Scheme (HEEA) and Emergency Gas Assistance Scheme (EGAS)• Maintaining Origin’s Power on Policy portfolio• Adhering to the Consumer Credit Code and the Privacy Act.• Excellent knowledge of Origin Energy’s computer system SAP

• Handle and provide solutions to complex customer complaints that sit within terms and conditions and/or discretionary guidelines.• Deliver excellent customer service whilst maintaining the balance between a positive member experience and the needs of the business.• Transact changes to member billing to ensure that the changes accurately reflect the request from the member or the solution provided.• resolutions ensure that the customer is given the appropriate level of attention.

• Management of debt incurred by franchised Personal Trainers who have defaulted on rental payments.• Ensuring that franchise owners adhere to the financial procedures and policies that apply to late andhigh risk Personal Trainers• Management of arrears and payment plans with franchisees and monitoring of access privileges in suspend status.• Escalation of franchise breach issues via transparent communication to appropriate management.• Termination of abandoned franchises and debt collection, from internal to managing of external recovery via enforcement options via the courts• Monitoring of debtor trends and forecasting outcomes with solutions to management.• Liaising with and managing Dun & Bradstreet and their representative legal team Milton Graham Lawyers to manage strategic planning to maximise collection outcomes. (rework age debt)• Responsible for maintaining accurate fortnightly collection reports for the finance and fitness department in a timely manner.• Achieving monthly collection target set by management

Support to Central Member Services department as an escalation point for all debt related member enquires and contractual issues and as well as a financial support role.• Support to the outsourced debt collections team. (Salmat)• Internal debt collection activity.• Debt collection related communication activity via standard channels• Merchant banking dispute resolution, (credit card and bank accounts) in accordance with Australian Banking Legislation and operating within the NAB Merchant Agreement.Financial and contractual investigation – risk assessment and dispute resolution both internal and external under the guidelines of banking dispute resolution legislation.• Resolution of escalated debt and banking issues from clubs, customer service and the late payments team.• Ensuring all communications are completed within the stipulated time enforced by the merchant bank and banking legislation undertaken in line with the relevant legislation.• Adhering to all company operational guidelines and processes in relation to collections in order to maintain the highest level of operational standards and customer service.• Ensuring that the execution of all operational guidelines, decisions and company actions are in accordance with the governing legislations and parameters of the Australian Securities and Investment commission (ASIC)

Contract validation• Vetting and membership data maintenance• Vetting dispute resolution with clubs• Contract incident reporting• Club support and communication• Membership change requests• Member detail updates• Permission based requests for:Debt write offGoodwill creditsDues adjustmentsManual debitsAssisting in other duties as required

• Collection of Fitness First member outstanding fees via auto outbound dialling (predictive and progressive dialling).• Responsible for member queries via inbound call queue• Negotiation of reduced settlement offers with aged debtors• Ensuring member adherence to terms and conditions of their contract.• Maintaining the important balance between achieving recovery and maintaining a positive member experience.• Adherence to quality assurance standards• Adherence to call queue service levels and abandonment thresholds.

• Collections of all delinquent accounts: clubs assigned as debt portfolio.2005 to 2006• Maintaining detailed and accurate records of contact, collection work, projected collection figures, and all other activity related to the management of overdue accounts.• Ensuring members adhere to the terms and conditions of their contract in relation to their financial obligations with company while at the same time ensuring a high level of customer service to ensure a positive member experience.• Reporting of personal KPIs to management.• Commission and debt reports• Achieving debt collection KPIs and reporting outcomes and commissions to management.• Communication with debtors via standard communication channels.• Adherence to company policy and legislation• Negotiation of positive outcome determined by customer circumstances and ability to pay.

Started up an ADSL Broadband company (with co-owner over seeing hardware and tech implementation) – acting as a reseller of Internet bandwidth to Sydney residential and commercial customers.• Sales• Customer service• Maintenance• Account management• Advertising• First level supportDue to the competitive nature of the Internet and broadband industry in 2004 we sold our customer data base to our upstream service provider and ceased trading.

• Collection of debts within assigned portfolios – secure and unsecured debts.• Unsecured Debtso Optus mobile - 1st level recovery 90 + days with final reworks (2nd or 3rd hand over of debts 180 days plus)o CBA credit card debts 90+ days• Secure Debtso Fitzroy local council rate debtso Primary collection dutieso Submitting delinquent accounts for financial review of assets lowest to highest value to enforce seizure of property if required –o Maintaining details records in the AIMS system,o Maintaining and scheduling regular contact and follow up of active and high risk accounts withthe view to increase recovery rates.