- Melbourne, Victoria | RACV Head Office
- Permanent Full Time | Hybrid Working
- Competitive Salary | Discounts on Selected RACV Products
Payment Support Officer
At RACV, we’re there for our members when it matters most. As a Payment Support Officer, you’ll play a critical role in supporting members through financial challenges, helping them find practical solutions while also protecting the organisation’s financial position.
This is a role that balances empathy with accountability, where every conversation makes a difference.
About the role
You’ll work directly with RACV members who need support managing their loan repayments — listening to their circumstances, exploring options, and helping them find a way forward. At the same time, you’ll proactively manage a portfolio of accounts to identify risks early and protect the organisation’s financial position.
You’ll operate within a regulated environment, ensuring all interactions align with key legislation and guidelines (including NCC/NCCPA, Privacy Act, ACCC and AML/CTF requirements), while maintaining RACV’s reputation and integrity.
Key responsibilities
- Proactively manage delinquent accounts and member repayment behaviour
- Have quality, solution-focused conversations regarding financial hardship and alternative repayment arrangements
- Support insurance claims (Asset / CCI / GAP) through timely follow-up with members and external stakeholders
- Liaise with external parties (e.g. agents, auction houses, counsellors) to recover outstanding monies or assets
- Identify potential losses and recommend appropriate repayment strategies
- Deliver efficient, high-quality phone-based service to members
- Assist with reporting (weekly, monthly, bi-annual)
- Handle complaints in line with internal dispute resolution processes
What you’ll bring
You’re confident navigating sensitive conversations and can balance commercial outcomes with genuine care for customers.
- Experience in finance, lending, or debt recovery (2+ years preferred)
- Strong telephone negotiation and problem-solving skills
- Ability to assess situations and make sound, fair decisions
- Empathetic, calm and resilient when dealing with challenging circumstances
- Strong time management and ability to work to targets
- Comfortable using systems such as Salesforce (or similar)
- Understanding of financial hardship provisions or lending environments is highly regarded
There’s so much on offer when you join RACV
- A flexible, informal work environment that supports balance between work and home
- Generous discounts on home and car insurance policies and RACV roadside care
- RACV Club membership and great discounts across RACV resorts
- Monthly-updated discounts from a wide range of corporate partners
Our difference
At RACV, we believe diversity and inclusion are essential to our continued success. We want our people to feel welcomed, supported and valued for who they are and what they bring. If you require any reasonable adjustments during the recruitment process or in the role, please let our Talent Acquisition team know.
Application process
Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.
