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Collections Manager

5 months ago

Brisbane, Australia IAS RECRUITMENT Full time

Brisbane location
- $100K - $120K + super + bonus + leave loading
- Join a thriving, supportive team

**About the company**:
This is an exciting opportunity to join a national credit provider specialising in consumer and commercial loans achieving exceptional results in a fun and inclusive environment. With a people-centric focus, they are renowned for delivering a superior customer experience and a caring and respectful workplace for their employees. This company is looking for a Collections Manager to join its team.

**About the role**:
The primary purpose of this position is to manage lending in arrears ensuring that company cash flow is optimised and bad debt minimised. The team’s focus at all times is to deliver customer service excellence whilst maximising revenue collections and minimising all risks along with effective policy and procedural monitoring and enhancement, teamwork and problem resolution. This position is also responsible for identifying potential risks, implementing strategies to minimise losses and contributing strongly to the control of the Arrears Index at acceptable levels.

**Duties**:

- Manage and resolve customer enquiries or disputes within target timeframes
- Review delinquent accounts 60+ days and above to ensure adequate actioning for positive and productive results
- Make decisions on extended account payment terms within policy guidelines
- Review 1st, 2nd, 3rd payment defaulters
- Proactive management of account rollover numbers
- Work with customers experiencing financial hardship, making use of the options available under the policy, procedure and procedures to assist them with payment options
- Ensure the team is taking a flexible, fair and realistic approach to the collection of outstanding obligations
- Evaluate team improvement ideas and escalate potential ideas with solid business reasoning for implementation
- Refer debts appropriately to external debt collection companies in accordance with the business rules, procedures and company policy
- Resolve escalated customer complaints by investigating problems, developing solutions, preparing reports and making recommendations to management
- Provide regular leadership, mentoring and coaching to all team members
- Promote and implement effective people management practices
- Actively build a high-performing team

**Skills and Experience**:

- Prior experience in debt recovery/collections/credit within lending is essential
- Demonstrated experience in leading a team to achieve targets
- Qualifications in finance or another related field are highly regarded
- Competent knowledge of National Consumer Credit Protection Legislation, Privacy Act and AML/CT Legislation
- Excellent oral and written communication skills, including business case documentation
- Strong negotiation and conflict resolution skills with the ability to influence stakeholders
- Ability to solve complex problems and deliver effective solutions
- Outcome-oriented with a customer-centric mindset

**The Benefits**:

- Hybrid working arrangements
- Competitive remuneration
- Supported learning and career development program
- Team building days
- Sustainable company with over 30 years of operating
- Close to public transport