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Collections Specialist
2 months ago
We are seeking a highly skilled and motivated Collections Specialist to join our team at Zip Co. As a Collections Specialist, you will play a critical role in building relationships with customers, supporting them through the repayment process, and ensuring that our company's policies and procedures are followed.
Key Responsibilities- Manage early arrears portfolio end to end, ensuring timely and effective resolution of customer queries and issues.
- Make suitable arrangements with customers as per our credit policy, taking into account their individual circumstances and needs.
- Monitor financial hardship, variations, bankrupts, and defaults register, identifying opportunities for improvement and implementing changes as necessary.
- Respond to inbound collections queries, providing clear and concise information to customers and resolving issues in a timely and professional manner.
- Follow up on broken payment arrangements and renegotiate new arrangements, working closely with customers to find mutually beneficial solutions.
- Provide customers with solutions to their queries, educating them on our credit policy and procedures to prevent future arrears.
- Educate delinquent customers to prevent future arrears, using a combination of communication and negotiation skills to achieve positive outcomes.
- Process and manage incoming cheques, ensuring accurate and timely processing of customer payments.
- 12 months experience in an office or customer service environment, with a strong understanding of customer relationships and communication.
- Strong verbal and communication skills, with the ability to effectively prioritize, manage deadlines, and understand new ideas and concepts quickly.
- The ability to work efficiently and autonomously, with a focus on time management and organizational skills.
- Outcome-focused, with a strong commitment to delivering results and meeting expectations.
- Highly organized and detail-oriented, with a focus on accuracy and attention to detail.
- Ability to understand business needs, consistently meet expectations, and respond promptly and professionally to business requests or enquiries.
- Ability to work collaboratively as part of a team, with a focus on building strong relationships and achieving shared goals.
- KPI bonus available on a monthly basis, in addition to your salary package.
- 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).
Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together. We operate in two core markets - Australia and New Zealand (ANZ) and the US, providing point-of-sale credit and digital payment services to millions of customers and tens of thousands of merchants.
We are a values-led business, guided by our values of Customer First, Own it, Stronger Together, and Change the Game. 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.
