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CityLink Insourcing Experts

Helping individuals and communities find their way to a more secure financial future
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Victoria, Australia
201-500 employees

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Company Description

CityLink Insourcing Experts is a specialist partner in receivables and insourced contact centre operations, focused on helping individuals and communities find their way to a more secure financial future while enabling clients in regulated sectors to deliver consistent, high‑quality customer outcomes. Operating across Australia (with AU and NZ presence signposted via dedicated sites), the team partners with government departments, essential services providers and major businesses to resolve unpaid accounts ethically, transparently and with empathy. Their approach blends compliant, people‑centred engagement with robust process design, quality assurance and award‑winning contact centre capability, ensuring respectful conversations, clear explanations and tailored options including hardship support when circumstances are challenging. CityLink’s service portfolio spans end‑to‑end receivables management, insurance claims recovery, legal services, overflow management to smooth peak volumes, and insource solutions that place dedicated, trained teams within client environments to meet performance, compliance and CX targets. Customers can self‑serve via a secure online portal to make payments, set up recurring arrangements, view balances and history, accept settlement offers, schedule reminders and manage BPAY, complemented by telephone, AusPost BillPay and other omnichannel options. The organisation’s commitment to quality and learning has been recognised through multiple industry awards for credit operations and contact centre excellence, underpinned by a purpose to create trusted experiences for community and clients, a vision to be the partner of choice, and values that emphasise being exceptional, acting as one, and improving and simplifying. Operating under stringent privacy and regulatory frameworks (including the Australian Privacy Principles), CityLink designs compliant, data‑secure workflows and coaching programs that elevate performance and mitigate risk for clients in financial services, government and utilities, including high‑profile engagements supporting tax recovery and essential service continuity. By combining specialist insourcing models with measurable receivables outcomes, CityLink provides a scalable, technology‑enabled solution that balances commercial recovery with dignified customer care.

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Industry Focus

Financial ServicesPublic Sector & Government

Profile Expertise

Finance & AccountingLegal & ComplianceGeneralist - white collar professionals

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