Job Description
About Us:
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
Role Purpose The Credit Controller exists to protect client's cash flow — to make sure revenue that has been earned is revenue that actually gets collected. The role keeps money moving in: recovering overdue student fees, keeping payment plans on track, and maintaining a clean, accurate receivables ledger behind it.
Half the role is on the phone, working the aged-debt queue to bring delinquent accounts current and negotiate workable payment arrangements. The other half owns the machinery that supports it — invoicing, allocating payments, reconciling, and reporting. The through-line is discipline: every account chased, every dollar allocated, every conversation logged.
Our debtors are students on fee-for-service enrolments, so the role demands more than persistence. It requires the judgement to hold firm on payment while treating people fairly, and to recognise and escalate genuine hardship or dispute rather than push.
Key Responsibilities Part A — Collections & Delinquent Accounts (~50%) - Work an aged-debt queue by priority, making outbound calls to follow up overdue and delinquent student accounts and bring them current.
- Negotiate and establish realistic payment arrangements and payment-plan restructures within approved parameters.
- Send reminder and follow-up communications by email and SMS alongside calls, and log every contact attempt and outcome accurately.
- Maintain a clean record of promises-to-pay and proactively follow up on broken or missed arrangements.
- Run daily performance reports on delinquencies and receivables, and monitor movement in aged debt.
- Build and maintain constructive relationships with students and internal departments to resolve billing, payment and account concerns.
- Apply issue-resolution strategies to de-escalate dissatisfied students and reduce the risk of negative reviews or complaints.
- Identify and escalate — flag accounts involving genuine hardship, disputed debts, chargebacks, or matters requiring management, and route them appropriately rather than pursuing them directly.
Part B — Accounts Receivable Management (~50%) - Own day-to-day accounts receivable: raise and issue invoices, and keep the AR ledger accurate and current.
- Monitor incoming payments daily; receipt, allocate and reconcile them to the correct student account.
- Investigate and resolve unidentified or unallocated payments in consultation with internal stakeholders.
- Set up and maintain student payment plans and direct-debit schedules.
- Process journals and adjustments as required, and request/apply credit notes where charges are incorrect.
- Manage chargeback and payment-dispute processing: investigate discrepancies, confirm available credits, and action within process.
- Run the aged receivables report, keep it clean, and prepare a weekly AR / collections status summary.
- Maintain accurate records and audit documentation, ensuring data is consistent between the accounting system and CRM.
- Support month-end accounts receivable close.
Skills, Experience & Qualifications - 2-3 years' experience in accounts receivable and/or credit and collections, ideally servicing an Australian or Western client base.
- Confident, clear spoken and written English suitable for direct customer phone contact.
- Hands-on experience with cloud accounting software — Xero strongly preferred.
- Comfortable working in a CRM (Zoho CRM used here) and keeping records reconciled across systems.
- Proficient with email, MS Excel / Google Sheets and MS Word / Google Docs.
- Strong numeracy, attention to detail, and disciplined, accurate record-keeping.
- Able to compose clear business communications with correct grammar and punctuation, free of errors.
- A professional, calm and empathetic phone manner — able to hold firm on payment while de-escalating.
- Well organised, with excellent time-management and prioritisation skills, and comfortable in a fast-paced, evolving environment.
- A relevant qualification in finance, accounting or a related field is desirable; strong relevant experience may substitute.
Systems - Xero — accounting and accounts receivable
- Zoho CRM — student and contact records
- Email and SMS communication tools
Full system access, process documentation and scripts are provided as part of onboarding.
Compliance & Conduct All collections activity must comply with Australian debt-collection standards, in particular the ACCC/ASIC Debt collection guideline. There must be no harassment, coercion, misleading conduct, or contact outside permitted hours.
Because our debtors are students, the Officer must recognise financial-hardship signals and consumer complaints and escalate them immediately rather than continuing to pursue payment. Any account where the student disputes the debt, references a complaint, or mentions an external body (e.g. VCAT, AFCA, a consumer-law adviser) must be flagged to management and worked no further until cleared.
Work Location - Full Time Onsite, Eastwood office
- Should have strong internet connection (minimum of 20 mbps)
- Should have own Laptop/PC (minimum of i5 8GB RAM)
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only
