Collections Specialist
1 week ago
We are seeking a skilled and empathetic Collections Specialist to join our team at Zip. As a Collections Specialist, you will play a critical role in building trust and negotiating repayments with customers in financial distress.
Key Responsibilities- Secure payment from customers while maintaining strong relationships.
- Provide support to customers in financial distress and agree on a reasonable repayment option in line with our internal collections policy.
- Perform all administrative duties related to ensuring collections efficiency.
- Interact with customers on a daily basis, over the phone and by email.
- Assist multiple clients, responding to queries in a timely and professional manner and solving customers' problems and providing excellent service.
- Handle inbound customer queries related to payments.
- Work independently to build trust and negotiate repayment solutions with customers, monitoring repayments, liaising with the DCA department on client queries.
- Create, maintain, and run daily reports on outstanding debt, ensuring accuracy and updating on progress.
- Support the team with the management of Vulnerable Customer cases to ensure fair and appropriate treatment and adherence to internal policies.
- Work with the Team Leader of Collections to update systems and policies, monitor results, and input into strategic development.
- Process ad-hoc payments.
- Remain tactful and calm when having a difficult conversation with a customer.
- 2+ years of experience within a collections or telephone experience in a similar 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 organization and time management skills, with the ability to manage your own workload while working as part of a close-knit, successful team.
- 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 a wellbeing allowance, access to an EAP service, discounted private health insurance, and great rates on fitness sessions.
- 2 days paid volunteering leave per year.
- Fee-free Zip products, and discounts with Zip merchant partners.
- Team social events, epic offices, free breakfast daily, and weekly free lunches.
Zip is a digital financial services company, offering innovative, people-centered products that bring customers and merchants together. We operate in two core markets - Australia and New Zealand (ANZ) and the Americas, offering point-of-sale credit and digital payment services, connecting millions of customers with our global network of tens of thousands of merchants.
We're proud to be a values-led business, guided by our values - Customer First, Own it, Stronger Together, and Change the Game.
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