Delivering Customer Success as a Collections Expert

1 month ago


Melbourne, Victoria, Australia ANZ Full time

About Us

At ANZ, we strive to create a world where individuals and communities thrive. Our goal is to enhance the financial well-being and sustainability of our millions of customers.

The Role

As a Small Business Collections Associate in our Customer Financial Wellbeing Assist SBB late stage collections team, you will play a vital role in helping customers achieve sustainable outcomes. This position involves negotiating payment arrangements with customers who have delinquent accounts, while maintaining strong customer service levels.

Your Responsibilities

  • You will be responsible for delivering results through the efficient management of accounts, including negotiating payment arrangements and liaising with liquidators/receivers/administrators.
  • You will provide customers with accurate information about their accounts and answer their enquiries promptly.
  • Aim to resolve customer enquiries on the first call, and keep customers informed about the progress of their enquiry if it cannot be resolved immediately.
  • Follow collections procedures and strategies, making sound decisions based on the available information.
  • Use credit decision discretion appropriately, taking into account individual circumstances.
  • Foster a collaborative environment by assisting team members towards achieving minimising loss and reducing delinquent accounts.

Your Skills and Qualifications

  • You should have excellent negotiation and communication skills (written & oral) to deal with a range of people.
  • Proven ability to provide quality customer service.
  • Strong numerical skills are essential for this role.
  • Experience with Excel, MS Word, Outlook, Internet explorer, and the Windows interface is required.

Your Benefits

We offer a competitive salary of $60,000 - $80,000 per annum, depending on your experience. You will also receive access to health and wellbeing services, discounts on selected products and services from ANZ, and flexible working arrangements. We celebrate diversity and welcome applications from everyone. If you require adjustments to our recruitment process or the role itself, please let us know.

About Working at ANZ

We are committed to building a workplace that reflects the diversity of the communities we serve. Our organisation values the different backgrounds, perspectives, and life experiences of our employees. To find out more about working at ANZ, visit https://www.anz.com.au/careers.



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