Payment Support Specialist
Sydney / Melbourne
Customer Operations – Accounts Administration /
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 part of our Client Accounts Admin Team, you’ll be at the heart of ensuring payments run smoothly across the Disability and Aged Care sectors.
In this fast-paced, phone and email based role, you’ll work closely with plan managers, support workers, and occasionally clients to resolve payment issues, collections, and escalations.
It’s a role where no two days are the same, you’ll problem-solve, build strong relationships, and make a real difference by helping people access the funding and support they need.
Key Responsibilities
- Solve complex payment challenges related to NDIS and HCP funding, ensuring smooth and timely claims.
- Process and respond to invoicing enquiries, providing accurate and efficient support.
- Build and nurture strong relationships with stakeholders across the Disability and Aged Care sectors.
- Maintain accurate records and keep information up to date in Salesforce.
- Manage receipts and allocations across multiple payment methods with precision and care.
- Reconcile bank accounts daily, proactively investigating and resolving discrepancies.
- Handle customer payments including direct debits, credit cards, and other transactions.
- Provide empathetic support to customers facing complex or escalated payment issues, via email and phone.
Skills, Knowledge and Experience
- 2+ years’ experience in Accounts Receivable, NDIS Plan Management, Support Coordination, or the Disability sector (with exposure to payments).
- An understanding of NDIS funding (desirable).
- Exceptional problem-solving skills with the ability to think proactively and resolve issues effectively.
- Proven ability to manage escalations with empathy, efficiency, and professionalism.
- Outstanding customer service and communication skills, both verbal and written.
- Skilled in building strong, collaborative 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!
