Collections Specialist

4 weeks ago

Sydney, New South Wales, Australia Zip Full time
Job Summary

We are seeking a skilled Collections Specialist to join our team at Zip. As a Collections Specialist, you will be responsible for building trust and negotiating repayments with customers in financial distress. You will work in a team environment with the opportunity to manage your own workload and multiple cases.

Key Responsibilities:

  • Secure payment from customers while maintaining strong relationships.
  • Provide support to our financial distress customers 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.
  • Have the ability to 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.
  • Have the ability to remain tactful and calm when having a difficult conversation with a customer.

Requirements:

  • 2+ years 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 organisation and time management skills, with the ability to manage your own workload while working as part of a close-knit, successful team.

What We Offer:

  • 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 $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass.
  • 2 days paid volunteering leave per year.
  • Fee-free Zip products, and discounts with Zip merchant partners (AU).
  • Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne).

About Us:

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together. We're proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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