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Collections Liaison Specialist

1 month ago


Sydney, New South Wales, Australia Zip Co Full time

We are seeking an experienced Collections Liaison Specialist to join our team at Zip Co.

Job Description

This is a challenging role that requires a high level of empathy, strong communication and problem-solving skills, as well as the ability to deliver in line with our company's policies, processes, and commercial objectives.

About the Role
  • 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.
  • 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.

You will work closely with our customers to resolve their financial difficulties and provide them with a positive experience.

About You
  • Experience in a collections role or transferable skills from a customer-facing role (2+ years).
  • Understanding of 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
  • $65,000 - $85,000 per year (salary range based on location and experience).
  • 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 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).

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.