Collections Officer (Inbound & Outbound) – APAC Mobility

The Opportunity WEX is seeking a professional and proactive Collections Specialist to join our Credit & Collections team. In this role, you will manage an assigned portfolio of accounts, focusing on the timely recovery of outstanding payments while maintaining positive customer relationships. This position is ideal for a communicator who balances commercial objectives with a commitment to fair and ethical collection practices. Key Responsibilities Portfolio Management: Take responsibility for an assigned ledger, prioritizing accounts based on risk profiles and aging to ensure efficient recovery. Customer Engagement: Conduct professional inbound and outbound communication to resolve overdue accounts and secure firm payment commitments. Negotiation & Resolution: Negotiate sustainable payment arrangements in accordance with company credit policies and delegated authority levels. Query Management: Investigate and resolve billing discrepancies or account disputes to facilitate prompt payment. Hardship & Risk Identification: Identify customers experiencing financial hardship and escalate cases with empathy, ensuring alignment with Australian regulatory standards and internal hardship policies. Compliance & Record Keeping: Maintain accurate, contemporaneous records of all customer interactions within the CRM to ensure audit readiness and compliance with privacy legislation. Selection Criteria: Experience & Skills To be successful in this role, you will demonstrate: Professional Communication: The ability to manage challenging conversations with clarity, professionalism, and empathy. Resilience & Composure: A proven ability to maintain performance and focus within a high-volume, KPI-driven environment. Attention to Detail: High level of accuracy in data entry and the ability to strictly follow complex credit and compliance policies. Problem-Solving Skills: A methodical approach to resolving account issues and removing barriers to payment. Qualifications & Preferred Skills Experience: Previous experience in Collections, Accounts Receivable, or a frontline Banking role is highly regarded. Industry Knowledge: Familiarity with Australian credit, billing, or arrears management processes. Language Skills: Fluency in Mandarin or Cantonese is highly regarded and will support our diverse customer base across the region. Technical Literacy: Proficiency in using collections software and standard office suites. Why Join WEX? We provide a structured and supportive environment where performance is measured by both recovery outcomes and the quality of customer interactions. WEX is committed to professional development and provides the training necessary to navigate the evolving financial services landscape. WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you're looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here. WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace. Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.