Credit Solutions Representative – Contingent Collections

Full-time | Melbourne-based | Competitive Salary & Bonuses

Join Francom during an exciting period of growth as we enhance the customer experience in the contingent collections industry. If you have experience in collections, customer negotiations, and financial hardship support, this is your opportunity to make a meaningful impact.

About the Role

As a Credit Solutions Representative, you will engage with customers to provide tailored repayment solutions that align with their unique financial circumstances. Working within our contingent collections team, you will play a key role in recovering outstanding debts on behalf of major Australian financial institutions—all while maintaining a customer-first approach that upholds Francom’s values of Leadership, Integrity, Excellence, Balance, and Nurture (LIEBN).

This full-time role is based in our Melbourne office.

Key Responsibilities

• Manage a high volume of inbound and outbound calls, focusing on resolution-based conversations.
• Assess each customer’s situation to negotiate suitable repayment plans or settlements.
• Handle accounts for leading Australian financial institutions.
• Conduct skip tracing and review Equifax reports to support effective account resolution.
• Liaise with third parties, including legal teams, to facilitate complex resolutions.
• Ensure compliance with company policies, industry regulations, and legislative requirements (ACCC Guidelines, Privacy Act, etc.).

What We’re Looking For

• Proven experience in collections (contingent or hard collections preferred).
• Strong verbal and written communication skills.
• A customer-focused mindset with the ability to build rapport and deliver tailored solutions.
• Resilience and problem-solving skills to navigate difficult conversations.
• Negotiation skills and adaptability to different financial situations.
• Sound judgment and decision-making abilities.
• A growth mindset and proactive approach to learning.

  
What You’ll Gain

• Competitive salary + performance-based bonuses.
• Structured training and ongoing development to further build your skills.
• Clear career progression pathways within a growing organisation.
• A collaborative workplace where your contributions are valued.
• Work-life balance support, including:

• Employee Assistance Program (EAP).
• Discounts on wellness programs, restaurants, yoga, massages, and more.

  
Why Join Francom?

At Francom, we are more than just a workplace—we are a team. Guided by our LIEBN values (Leadership, Integrity, Excellence, Balance, Nurture), we support, encourage, and empower our people to thrive. From your direct manager to senior leadership, you will be backed by a culture that believes in your growth and your impact.
This is your chance to take on a rewarding new challenge and grow your career in a role that makes a real difference.