Collections Excellence Analyst

• Use data, process optimisation and frontline enablement to improve recovery outcomes 
• Lead continuous improvement initiatives 
• Melbourne based

Join a team that's All Kinds of Useful

At Origin, being useful is more than a tagline - it’s how we approach work every day. As a collective, we’re a team that thrives on finding better ways, working together, and owning our impact. From powering homes to delivering award-winning internet and helping to lead Australia’s energy transition. If you’re driven by purpose and excited to be part of something bigger, we’d love to have you on the journey.

About the Role

As a Collections Excellence Analyst, you’ll play a key role in shaping and optimising Origin’s end-to-end collections performance across the customer lifecycle. Sitting within Credit & Collections, this role blends data analytics, process optimisation and frontline enablement to improve recovery outcomes, enhance customer experience and ensure strong regulatory compliance. You’ll act as the subject matter expert across the collections value stream — from segmentation and workflow design through to contact strategies, scripting and continuous improvement.

This is a highly visible role where your insights and improvements will directly influence how we operate, helping to drive better outcomes for both customers and the business.

Key Responsibilities

• Analyse collections performance and customer behaviour to identify trends and drive data-led improvements

• Design and optimise end-to-end collections processes, including segmentation, workflows, queue logic and contact strategies

• Develop and refine omni-channel collections campaigns across SMS, email, dialler and digital channels

• Build and enhance agent scripts, call flows and negotiation guides to uplift frontline capability and outcomes

• Partner with Billing, Hardship, Compliance and Operations to resolve root causes and improve end-to-end performance

• Lead continuous improvement initiatives that simplify processes, enhance automation and strengthen compliance

About You

You are a data-driven problem solver who enjoys connecting insights to real operational outcomes. You thrive in complex environments and are passionate about improving both customer experience and commercial performance. You bring a strong mix of analytics, process thinking and stakeholder engagement, with the ability to influence change and drive tangible results.

You will bring:

• Experience in credit and collections or a similar high-volume, regulated environment

• Strong analytical capability (SQL, Power BI, Tableau or advanced Excel)

• Experience designing or improving workflows, processes or customer journeys

• Ability to translate data into actionable insights and drive improvements

• Strong understanding of collections strategies, customer behaviour and performance drivers

• Excellent stakeholder engagement skills and ability to influence across teams

For more information, please contact Katrina Spence - ., quote Requisition ID 89455 or apply now.

Origin - Where good change happens

At Origin, we’re powered by people who believe in creating change.

We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse. 
 

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we’d love to hear from you. 

Here's a little about us: https://www.originenergy.com.au/about/careers/

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing.

Please note unsolicited CVs from agencies will not be accepted.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.