Senior Collections Specialist

1 week ago

Sydney, New South Wales, Australia Zip Co Full time
  • Build trust and negotiate repayments with customers in financial distress
  • Team environment with opportunity to manage your own workload and multiple cases
  • We work 2-3 days a week in our brand new office, located in Circular Quay

Start your adventure with Zip

Our Collections team is responsible for building relationships with customers, supporting them through the repayment process in what are often difficult circumstances. This important work requires empathy, strong communication and problem-solving skills and the ability to deliver in line with Zip's policies, processes and commercial objectives.

Time spent in this role will take your client relationship management skills to the next level, as you develop your understanding of the debt collection process and the importance of fair and appropriate treatment of vulnerable customers.

Cool stuff you'll be working on

As our Senior Loss Recoveries Specialist and reporting to the Team Lead of Collections you will be directly liaising with our customers, senior stakeholders (internal & external) and managing relationships with our third party DCAs. In this role you build relationships to understand and support the needs of our customers and the business, while dealing with potentially challenging situations.

You'll also:

  • Operate in a fast-paced, high-volume environment and client-centered culture
  • Manage consumer late stage arrears/post write-off portfolios and maintain accurate records of activities
  • Use data to make recommendations on loss recovery strategies (eg. referrals, legal action, debt sale, etc)
  • Analyse results of our loss recovery book and execute strategies to improve book performance
  • Establish yourself as the central point of contact for our external DCA partners and conduct off site visits to ensure compliance of our strategies
  • Demonstrate a high level of relationship management skills
  • Make suitable arrangements and provide solutions to our consumer clients over the phone and by email as per our credit policy
  • Monitor arrangements and use equitable judgement on deciding next steps
  • Assist with financial hardship & contract variations
  • Liaise with external lawyers on referred matters, providing instructions or escalating to management as required
  • Manage internal tickets & inbound customer queries related to your portfolio
  • Maintain reports on outstanding debt, ensuring accuracy and updating on progress
  • Perform skip-tracing (be able to utilise public databases)
  • Guide and coach junior colleagues and facilitate training (if required)
  • Process ad-hoc payments

What you'll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

  • 4+ years experience within a loss recoveries/collections role
  • Experience in a high-volume environment handling consumer debts
  • Have the ability to remain tactful and calm when having a difficult conversation with a customer
  • Analytical mindset and thorough understanding of Receivables Management processes and lifecycle
  • Sound knowledge of collection techniques, DCA industry and relevant regulatory requirements including ACCC debt guidelines and NCCPA
  • Conversant in litigation processes and dispute resolution processes (AFCA)
  • Excellent personal and interpersonal communication skills, verbal and written – calm, balanced and client-centric approach
  • Strong negotiation and communication skills when dealing with impaired accounts
  • Sound problem solving capabilities
  • Strong organisation and time management skills, with the ability to manage your own workload while working as part of a close-knit, successful team

What you'll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

  • 25 days paid leave annually, including birthday leave and quarterly wellbeing days
  • 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
  • Family support policies including miscarriage bereavement leave and domestic violence leave
  • Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
  • 2 days paid volunteering leave per year
  • Fee-free Zip products, and discounts with Zip merchant partners (AU)
  • Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

We are a proud 2024 Circle Back initiative employer and will respond to every applicant.

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