Senior Collections and Claims Specialist

Our mission is to make consumer energy resources affordable and accessible for everyone.

Brighte is building the platform to enable and accelerate the energy transition by making it easier, more affordable, and less risky to buy and sell energy equipment.

We’re a purpose-led, fast-growing business focused on sustainability, innovation and putting people first. In 2025, Brighte was named an AFR Sustainability Leader in the Banking and Finance category and won the inaugural Sustainability Award at the Affies.

As a Senior Collections & Claims Specialist, you’ll manage complex arrears, collections, and account dispute matters across a diverse portfolio of customer and vendor accounts.

This is a role for someone who can look beyond an overdue balance to understand what is driving the issue. You’ll investigate matters that may involve financial hardship, incomplete or delayed work, installation concerns, property damage, defective goods, disputed services or unresolved vendor performance issues.

Working closely with customers, vendors, and internal teams, you’ll assess each situation, determine the appropriate path forward, and negotiate sustainable outcomes and recover outstanding debt where appropriate.

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  Manage a portfolio of early, late-stage and escalated arrears

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  Conduct proactive inbound and outbound contact with customers, vendors and internal stakeholders

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  Investigate the underlying causes of arrears, claims and non-payment

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  Review contracts, invoices, completion records, correspondence, photographs, reports and payment history

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  Establish facts, assess responsibility and determine appropriate next steps

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  Investigate claims relating to incomplete or delayed work, installation concerns, property damage, defective goods, disputed services and vendor performance

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  Negotiate payment arrangements, settlements, credits, corrections and other approved resolutions

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  Ensure disputed amounts and claims are appropriately reviewed before progressing through collections

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  Monitor open claims, disputes, repayment arrangements and agreed actions

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  Identify signs of financial distress, insolvency risk, vendor underperformance and potential credit loss

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  Prepare assessments and recommendations for complex, high-priority or non-standard cases

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  Escalate matters to Credit, Risk, Complaints, Legal, Vendor Management or external recovery channels where appropriate

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  Apply hardship practices when customers are experiencing personal, medical, family, employment or financial difficulty

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  Recognise and respond appropriately to vulnerable customer circumstances, including family violence, serious illness, bereavement and financial abuse

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  Assess hardship requests and identify suitable support options, including deferrals, reduced repayments, extensions and structured arrangements

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  Ensure decisions are fair, reasonable, appropriately documented and consistent with regulatory and internal requirements

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  Provide guidance to colleagues on hardship, vulnerable customer and responsible collections matters

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  Process approved account adjustments, reconciliations, credit memos and minor balance write-offs

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  Maintain accurate records of contact, evidence reviewed, decisions, claims, disputes and account activity

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  Contribute to arrears reduction, recovery performance, quality assurance, reporting and process improvement initiatives

• At least five years’ experience in consumer or commercial credit, collections, financial services, claims management or a related field

• Demonstrated experience managing business customer arrears, claims and account disputes

• Experience supporting customers experiencing hardship or vulnerability

• Strong knowledge of collections strategy, dispute resolution and repayment negotiations

• Experience investigating non-payment arising from vendor performance, service delivery issues, disputed transactions or customer complaints

• The ability to review information, establish facts, assess responsibility and make sound decisions

• Strong negotiation, communication and influencing skills

• High emotional intelligence, empathy and resilience

• Excellent attention to detail and case documentation skills

• The ability to manage competing priorities, sensitive matters and complex escalations

• Experience using collections, CRM, account management, claims or credit systems

• A commercially aware, customer-conscious and solutions-focused approach

• Confidence managing difficult conversations, claims and disputed matters

• A calm, professional and accountable approach under pressure