Senior Collections Specialist

1 week ago

Sydney, New South Wales, Australia Zip Pay Full time
Senior Collections Specialist (Loss Recoveries) at Zip Co Limited

Description

  • Build trust and negotiate repayments with customers facing financial challenges
  • Work in a team setting managing your workload and multiple cases
  • Office based in Circular Quay, operating 2-3 days a week

Embark on an Adventure with Zip

Join our Collections team at Zip, where we focus on establishing and nurturing customer relationships during the repayment process, especially in challenging situations. This role demands empathy, effective communication, problem-solving skills, and adherence to Zip's policies and objectives.

This position will enhance your client management abilities as you deepen your knowledge of debt collection and the ethical treatment of vulnerable customers.

Exciting Responsibilities

As a Senior Loss Recovery Specialist at Zip, you will engage directly with customers, senior stakeholders (internal & external), and third-party DCAs. Your role involves fostering relationships, understanding customer and business needs, and handling complex scenarios.

Your tasks will include:

  • Working in a fast-paced, customer-focused environment
  • Managing late-stage arrears/post write-offs and maintaining accurate records
  • Using data to propose loss recovery strategies
  • Analyzing loss recovery results and implementing improvement strategies
  • Acting as the primary contact for external DCA partners
  • Demonstrating strong relationship management skills
  • Arranging solutions for consumer clients in accordance with credit policy
  • Monitoring arrangements and deciding on suitable next steps
  • Handling financial hardship cases and contract variations
  • Coordinating with external legal resources and managing customer queries
  • Keeping track of outstanding debts and updating progress reports
  • Conducting skip-tracing when necessary
  • Providing guidance and training to junior team members
  • Processing miscellaneous payments

Qualifications

For this role, Zip is interested in candidates with 4+ years of experience in loss recoveries/collections, consumer debt handling in high-volume environments, strong negotiation skills, and knowledge of relevant regulations. Your ability to communicate effectively, solve problems, and manage tasks efficiently are vital.

Advantages of Joining

At Zip, you'll have the chance to learn new skills, take on more responsibilities, and witness the impact of your work on customers. We strive to foster a supportive environment where you can be yourself, collaborate with intelligent colleagues, and achieve significant results.

Additionally, employees enjoy benefits like paid leave, parental support, mental health initiatives, volunteering opportunities, product discounts, social events, and more.

Join a Diverse Team

Zip values diversity and inclusivity in the workplace, offering equal opportunities to individuals from various backgrounds. We are dedicated to fair recruitment processes and encourage applicants to request any necessary accommodations.

About Zip Co Limited

Zip Co Limited (ASX: ZIP) is a digital financial services provider operating in Australia, New Zealand, and the Americas. Our company offers innovative products that benefit customers and merchants, emphasizing values like customer focus, collaboration, and change.

We are committed to the 2024 Circle Back initiative and will respond to all applicants.

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