Collections Specialist
3 weeks ago
As a Collections Specialist at Zip Co, you will play a critical role in building relationships with customers and supporting them through the repayment process. This is a challenging yet rewarding role that requires empathy, strong communication and problem-solving skills, and the ability to deliver in line with Zip's policies, processes, and commercial objectives.
Key Responsibilities- Securing payment from customers while maintaining strong relationships.
- Providing support to customers in financial distress and agreeing on a reasonable repayment option in line with our internal collections policy.
- Performing all administrative duties related to ensuring collections efficiency.
- Interacting with customers on a daily basis, over the phone and by email.
- Having the ability to assist multiple clients, responding to queries in a timely and professional manner, and solving customers' problems and providing excellent service.
- Handling inbound customer queries related to payments.
- Working independently to build trust and negotiate repayment solutions with customers, monitoring repayments, liaising with the DCA department on client queries.
- Creating, maintaining, and running daily reports on outstanding debt, ensuring accuracy and updating on progress.
- Supporting the team with the management of Vulnerable Customer cases to ensure fair and appropriate treatment and adherence to internal policies.
- Working with the Team Leader of Collections to update systems and policies, monitor results, and input into strategic development.
- Processing ad-hoc payments.
- Having the ability to remain tactful and calm when having a difficult conversation with a customer.
- 2+ years of experience within a collections role or have transferable skills from a customer-facing role.
- Understanding of the debt collection processes.
- Sound knowledge of collection techniques and familiarity with relevant regulatory requirements, including ACCC debt guidelines and NCCPA.
- Strong negotiation and communication skills.
- 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.
As a Collections Specialist at Zip Co, you will have the opportunity to work in a dynamic and fast-paced environment, with a focus on delivering excellent customer service and building strong relationships with customers. You will also have access to a range of benefits, including 25 days of paid leave annually, 16 weeks of paid parental leave, and a range of mental health and wellness initiatives.
We are committed to creating a workplace that is inclusive and diverse, and we welcome applications from candidates from all backgrounds. If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply for this role.
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Collections Specialist
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Collections Specialist
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Collections Specialist
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