Payment Support Specialist
Sydney / Melbourne
Customer Operations – Client Collections /
Permanent - Full time /
Hybrid
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the Mable team.
About Mable
Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.
With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.
By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.
To find out more, visit https://mable.com.au/
About the role
As a member of the Client Accounts Admin Team, part of the broader Contact Centre Team, you will support clients, providers, and funding organisations by helping to resolve barriers to payment.
Key Responsibilities
- Solve problems related to claiming payments through NDIS/HCP funding.
- Process incoming communications concerning invoicing.
- Build and maintain relationships with stakeholders across the Disability and Aged Care sectors.
- Maintain accurate records and updates in Salesforce.
- Provide support across multiple roles within Finance when required.
- Carefully assign and allocate receipts to customer invoices across various payment methods.
- Reconcile bank accounts daily and actively address & resolve any unreconciled amounts.
- Daily processing of customer direct debits, credit card payments and other banking transactions.
- Support customers with complex and escalated payment issues and disputes by email and phone.
Skills, Knowledge and Experience
- 2+ years experience in either Accounts Receivable, NDIS Plan Management
- Support Coordination or the Disability sector (with exposure to payments).
- Knowledge of NDIS funding (desirable).
- Intermediate Excel skills would be advantageous
- Exceptional problem solving skills.
- Ability to handle escalations in an efficient, empathic manner
- Excellent Customer Service and Communication skills
- Ability to build exceptional relationships with customers, colleagues and Disability/Aged Care Providers.
We’re powered by purpose
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
