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Who We Are

Overview

The Collection House Group is Australia’s largest end-to-end receivables management provider, offering a complete solution with proven results.

250+

client
partnerships

700+

employees

3

countries

1M+

customers supported through our portal

Collection House is one of Australia’s largest and most respected end-to-end receivables management companies. For over 25 years, the Group has developed deep customer service capabilities and delivered world-class systems that enable it to provide practical, customer focussed and cost-effective solutions in collections, credit management and customer care. We do that through first party and third party contingent collection arrangements and outsourced support style contracts. We own a small portfolio of purchased debt in New Zealand and retain the organisational capability to value and manage purchased debt portfolios for ourselves and others.

We are a purpose-driven organisation that aspires to help both businesses and individuals improve their financial positions. We seek to lead positive change within the financial services sector and have greater social impact in the communities in which we operate, through collaboration with a range of community partners that share our desire to champion financial inclusion for all.

We have challenged ourselves to reimagine how we can take our experience in the receivables management sector and apply it to support clients and customers through creating best in class solutions across voice, digital and traditional engagement channels. These technical capabilities are supported by a philosophy that genuine care for our customers requires deep human connection. Our strong digital capabilities are backed by a high touch, high care approach to customer engagement which is essential in supporting customer experiencing vulnerability and hardship.

The Group employs over 700 people across Australia, New Zealand and the Philippines, providing a strong platform for growth, but more importantly the capacity, resources and scale to provide the highest standards of service to our diversified portfolio of clients across the globe. Collection House has the inherent flexibility and operational agility to challenge historical expectations of service, compliance and conduct in the receivables management space.

Our purpose and intent

By helping individuals and businesses improve their financial position, we’re passionate about creating a better future for customers, clients and ultimately, the industry. This is represented in our organisational purpose and intent.

Our purpose

Reimagine how debt is done. Better.

Our intent

We solve complex financial problems by focusing on human connections.

Our values that we believe in

Icon / Better Experience
Better experience

We show up every day to better the lives of others

Icon / Better Solutions
Better solutions

Constantly improving to deliver exceptional outcomes

Icon / Better Connections
Better connections

Building a better place to work is the responsibility of everyone

Our approach to corporate social responsibility

Collection House has established The Collective Good – an employee-led approach to Corporate Social Responsibility (CSR). The Collective Good incorporates a range of initiatives that are already underway as well as future commitments designed to achieve social impact and reinforce our transformation. The Collective Good comprises of 2 key areas of impact.

Contribution to individuals
  • Customer vulnerability support
  • Employee development initiatives
Contribution to communities
  • Not for profit partnerships
  • Procurement diversity

Our companies

Founded in 1994 and listed on the Australian Securities Exchange in 2000, the Group is made up of a number of brands offering a range of professional, ethical and effective products and services:

Legal services including
insolvency administration

Debt purchasing
and recovery

Customer service outsourcing
for third parties

Nationally recognised training provider in financial services
and leadership

Debt collection services and receivables management for
third parties

Provision of financial hardship services for third parties

Licensed specialist finance broker for the provision of credit

Tailored debt collection services, specialising in Local Government

New Zealand supplier of receivables and debt management

Our influence

The Group employs over 700 people, with the majority of these being trained collection and customer service officers. We have operations across Australia – Brisbane, Melbourne, regional Victoria and Sydney – as well as in New Zealand and the Philippines, with our head office located in Brisbane. This provides the capacity, resources and scale required to achieve the high quality performance for which we are renowned; and our scale allows us to effectively manage large scale operations and fluctuating volumes.

We enjoy strong business relationships with major Australian and international banks, financial institutions, large corporations, local councils, public utilities, SMEs and Government agencies.

Experience design

Having a strong purpose and intent alone can’t deliver the outcomes clients require and customers deserve. The theory must become practice, and that practice should be an experience.

At Collection House, we recognise the importance of high-quality employee, client and customer experience. These work together to co-create an environment that supports high performance and engagement.

Employee Experience

Our employee engagement strategy empowers our employees through access to innovative learning and development opportunities as well as the latest tech, thoughtful cultural initiatives, and an emphasis on emotionally intelligent performance conversations. At its core, we believe that having happy employees makes for higher quality services and higher levels of customer satisfaction.

Employee Experience

Our employee engagement strategy empowers our employees through access to innovative learning and development opportunities as well as the latest tech, thoughtful cultural initiatives, and an emphasis on emotionally intelligent performance conversations. At its core, we believe that having happy employees makes for higher quality services and higher levels of customer satisfaction.

Client Experience

Our client experience strategy ensures that we deliver a professional end-to-end service that is customised to individual client needs. Bringing unmatched rigour based on behavioural science, design-thinking and ethical frameworks, we’re increasing the level of transparency while decreasing client/provider friction. This partnership approach consistently delivers successful outcomes by having us as an extension of your business.

Client Experience

Our client experience strategy ensures that we deliver a professional end-to-end service that is customised to individual client needs. Bringing unmatched rigour based on behavioural science, design-thinking and ethical frameworks, we’re increasing the level of transparency while decreasing client/provider friction. This partnership approach consistently delivers successful outcomes by having us as an extension of your business.

Customer Experience

Our customer experience strategy has recently been updated, taking on a new direction towards customer-first outcomes. The goal of this new approach is to shift our focus towards helping customers create a successful financial future, together. Learn more about our Customer Charter using the link below.

Customer Experience

Our customer experience strategy has recently been updated, taking on a new direction towards customer-first outcomes. The goal of this new approach is to shift our focus towards helping customers create a successful financial future, together. Learn more about our Customer Charter using the link below.

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Our leadership team

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