Debt Collection Manager
Beebox Training Repossession Agent, Debt Collection, Mercantile Agent, Compliance Training, Australia

What is an Agent Manager?

An Agent Manager, also known as an Operations Officer or Liaison Officer is a person who facilitates communication and quality control between a credit provider and a mercantile agent. A mercantile agency employs the agent manager and assigns them with a credit provider-client, fostering an excellent professional relationship. An agent manager as an employee usually does not require a debt collection or repossession licence. They work under the provisions of the mercantile agency’s master licence.

An agent manager is considered an ‘authorised representative’ for the ‘credit licensee’ for training purposes.


Agent Managers often come from a background in call centre collections, finance or credit management. Although in recent times, many new entrants are seeking a career change and join from unconnected professions.

Duties of an Agent Manager are varied and may include:

  • Ensuring instructions from a credit provider meet legal, regulatory and Service Legal Agreement (SLA) compliance;

  • Logging and allocating instructions from a credit provider to the appropriate mercantile agent;

  • Vetting mercantile agent field reports, progress updates, condition reports, photographs and video for legal, regulatory and SLA compliance;

  • Ensuring agency costs fall under SLA guidelines;

  • Relaying telephone and written instructions between a mercantile agent and a credit provider;

  • Prioritising mercantile agent workloads;

  • Recording the collection of monies and repossession activity and notifying the credit provider promptly of the occurrence.

  • Identifying and reporting on customer hardship and trigger statements;

  • Assisting mercantile agents with location inquiries on customers or assets (skip inquiries);

  • Negotiating payment arrangements or the return of secured assets;

  • Liaising with lawyers, insolvency trustees and financial counsellors;

  • Communicating with tow operators, auction facilities and related service providers; and

  • Ensuring process serving documents (delivering of court papers) are carried out, and mercantile agent affidavits are correct and valid.

Agent Manager

 4 min read


Standards and Ethics

Agent managers must possess a high standard of ethical and professional standards. Visit the Institute of Mercantile Agents (IMA) for more on this subject. Visit IMA

Why do agent managers need to be trained every year?

The Global Financial Crisis (GFC) of 2008 saw Australia passing new laws further regulating financial institutions. Ethical and professional standards to protect the domestic consumer was the focal point. The legislation became known as the National Consumer Credit Protection Act (NCCPA), and the National Credit Code (NCC) and introduced in 2009. Australian Securities and Investments Commission (ASIC) became responsible for administrating the NCCP and NCC at a federal level.

In the same year, ASIC released Regulatory Guide 206 - Credit licensing: Competence and Training. From the top-down, virtually every person in the financial services sector must complete annual training regardless of experience, work volumes, licence type or tertiary qualifications. The objective being 'combined accountability'.

ASIC's word on training 

RG 206 Table 1. states “Representatives must complete training as determined by the licensee, and as appropriate to the representative’s role and industry sector… Between 10 and 30 hours of Continuing Professional Development (CPD) each year… If a licensee determines that less than 10 hours of CPD per year is an appropriate number of hours for its representatives to engage in, we would expect the licensee to explain to us why this is sufficient.”

As with most industries in Australia and the developed world, measurable annual compliance training is an essential audit and  regulatory requirement. Without it, a mercantile agency may not be able to provide you with employment.

Compliance checklist 

Consider these points:

  • Secure office environment and data protection protocols.

  • The completion of annual compliance training (ASIC - federal requirement). Contact Us

  • Other compliance items or training modules as required by the credit provider or mercantile agency’s Service Level Agreement (SLA).

  • Recommendation – Become a member of the Institute of Mercantile Agents (IMA). Established in 1961, they represent collectors, investigators, process servers and repossession agents throughout Australia. Their annual conferences present key speakers and excellent networking opportunities. Visit IMA

Why Beebox Training for your annual compliance training?

  • Mercantile agency training - is our core business.

  • Course authors and mentors have over 30 years of repossession, debt collection and investigative experience in the finance and mercantile agency sectors.

  • Known and proven in the industry.

  • Your certificate of annual compliance - accepted by all leading credit providers in Australia. One course, one certificate, once a year – multiple possibilities.


What other benefits can I expect?

  • We consult with key personnel in the industry, including legal advisors, educational professionals and IT consultants, to keep up with industry demands and expectations.

  • Our training is ‘niche market’ and explicitly tailored to your job.

  • We grade your long answers manually and give personal feedback to your test attempts.

  • We provide over the phone coaching on course content and answer over 100 queries each year based on real-life scenarios. All free of charge but subject to some limitations.

  • We assist your employer (agency) with maintaining a training register for their annual audit.

  • Discounts apply when there are two or more enrolments from the same company.

  • We guarantee that you will learn something new every year.

  • Certificate of annual compliance, ‘pin it on your wall.’

  • Compliance badge – can be used with email signature.

  • Tax deduction for your employer.

  • Possible business insurance discounts for your employer, for your commitment to risk mitigation (ask them to speak to their insurer).


Visit our course page​ for more on this year's The Combined Acts & Professional Practices course.