Collections Manager
- Nest Academy Of
- 4 - 8 years
- Mumbai
- 4 days ago
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Job Description
Nortwest College has been Australias premier provider of education to overseas students since 2007. Nortwest College focuses on up-to-date, industry-endorsed courses in Business, Management, Project Management, IT, Trade, Commercial Cookery and Hospitality Management, and English. We have students from all over the world studying with us and experiencing life, study, and work in Australia with our support.
Collections Manager (Student Fees)
Role purpose
Lead a team of 10 collections officers to recover overdue student fees through professional outbound calling and written follow ups, while maintaining positive relationships with students and education agents and meeting cashflow targets.
Reporting line and scope
- Reports to: Finance Manager, CFO or Head of Finance
Direct reports: 10 Collections Officers
Key stakeholders: Students, education agents, Admissions, Student Support, Finance, Compliance
Key responsibilities
- Set and manage daily, weekly and monthly collections targets and work plans for the team
Allocate portfolios, monitor progress and remove blockers to ensure timely follow up on arrears
Coach, train and performance manage staff, including call quality monitoring and continuous improvement
Oversee end to end communications: call scripts, email templates, reminders, payment plan confirmations and escalation notices
Handle escalated cases and complaints, negotiate payment arrangements and resolve disputes professionally
Maintain strong agent relationships by responding to agent queries, supporting invoice documentation and coordinating resolutions (where applicable to your business model)
Ensure accurate records in CRM or student management systems, including call notes, outcomes, promises to pay and follow up dates
Produce regular reporting and insights on arrears, recovery rates and risks, including recommendations to reduce delinquency
Work with Finance to reconcile receipts, allocate payments, manage unallocated funds and reduce ageing balances
Compliance and governance
- Ensure all collection activity is fair, respectful and consistent with Australian debt collection guidance and consumer protections
Protect personal information and follow Privacy Act obligations when handling student and agent data
Maintain documented procedures for approvals, escalations, hardship considerations and complaint handling
Key measures of success (examples)
- Reduction in overdue balances and ageing buckets
Collection rate against target and promise to pay kept rate
Days Sales Outstanding (DSO) movement where applicable
Quality outcomes: complaints, rework, call and email timeliness
Skills and experience
- Experience leading a collections or recoveries team, preferably in a call centre or high volume environment
Strong negotiation, conflict resolution and stakeholder management skills
Strong reporting capability, comfortable with KPIs, spreadsheets and CRM system
High attention to detail, consistent follow through and ability to manage competing priorities
Understanding of compliant debt collection conduct and privacy expectations in Australia
Interested Candidates please mail your resumes at - he*******h@br***********l.com
Job Classification
Industry: E-Learning / EdTechFunctional Area / Department: Teaching & TrainingRole Category: Teaching & Training - OtherRole: Teaching & Training - OtherEmployement Type: Full timeContact Details:
Company: Nest Academy OfLocation(s): Mumbai
Keyskills: Banking Collection Team Handling International Process Collection Management Collections Process
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