Business Analyst (Collections/Customer Payments)

Melbourne CBD

12-Month Day Rate Contract

Talenza has been engaged by a leading telco to source an experienced Business Analyst with strong Collections/Customer Payments domain experience. This role offers an exciting opportunity to work on critical business initiatives focused on optimising collections processes, reducing risk, and improving customer outcomes.

The role sits within a large, established team of 10+ Business Analysts, delivering enterprise-wide business process optimisation programs across credit, collections, and customer operations.

Key Responsibilities

Stakeholder Engagement & Management

• Partner with key stakeholders across collections, credit, finance, risk, and operations to understand business needs
• Translate complex collections requirements into clear, actionable insights
• Build strong working relationships to ensure alignment and delivery across workstreams

Business Analysis & Delivery

• Elicit, document, and analyse business requirements using established BA tools and techniques
• Develop process maps, business requirements, user stories, and supporting documentation
• Support solution design and delivery across collections initiatives

Collections Domain Expertise

• Apply strong knowledge of collections strategies, arrears management, hardship, recoveries, and compliance
• Assess current-state collections processes and identify opportunities for optimisation and automation
• Work closely with operational teams to improve customer journeys and collection outcomes

Process Improvement & Optimisation

• Identify opportunities to improve operational efficiency, controls, and customer experience
• Support end-to-end process re-engineering initiatives within collections
• Ensure changes align with regulatory and organisational standards

Reporting & Insights

• Support the development of reporting and dashboards to track collections performance and outcomes
• Provide data-driven insights to support continuous improvement initiatives

About You

• Proven experience as a Business Analyst within Collections/Customer Payments (banking, financial services, utilities, telco, or similar)
• Strong stakeholder management skills with the ability to influence across business and technology teams
• Solid experience with business analysis methodologies and tools
• Hands-on experience using Confluence for documentation and collaboration
• Analytical mindset with a strong focus on process improvement and customer outcomes

Benefits

• Daily rate: $670 - $780 per day
• Flexible working arrangements (Hybrid WFH / Office)
• Opportunity to work on high-impact, enterprise-scale collections initiatives