Collections Team Leader

Are you experienced and passionate about Collections then keep reading, you may be the Collections Team Leader we are looking for.

**Who are we?**

IPF Digital Australia (trading as Credit24), is part of a global market-leading consumer lending business, IPF Group. With operations also in Europe and Mexico; we thrive to build a better world through financial inclusion by offering fast, simple, and easy-to-access credit solutions to everyday Australians.

We're a team of high energy and passionate people, who pride ourselves on how we work together as a team. We truly believe in the importance of delivering great experiences for our customers, so we keep them at the forefront of everything we do.
We embrace the pursuit of ensuring a great work life balance for all. We work hard, however we acknowledge the importance of flexibility and balancing our internal & external priorities. We also practise a culture of consistently reflecting and celebrating our wins and achievements with one another.

**The role**

Reporting to the Credit Risk Manager, the Collections Team Leader will assist in leading and developing a team of Collections Specialists towards the achievement of collection activities and outcomes. The role is responsible for the operational end-to-end management of day to day collections duties and processes.

**Responsibilities**

Here’s an example of your day to day:

- Responsible for pro active continuous improvement of the Collections function - updating and monitoring all collections processes, policies and manuals to ensure compliance and a great customer experience
- Collect relevant documentation for external collections partners
- Developing and tracking appropriate KPIs for the collections team
- Ensuring we are handling customer payment difficulties with sensitivity and tactfulness
- Maintain detailed and accurate records for interactions, contact details, collections work and all other activity, related to the management of customers
- Suggest system or process improvements where possible to increase efficiency and effectiveness
- Responsible for presenting weekly collections data
- Manage partner relationships (for example: collection agencies, potential outsourced reminder partners)
- Manage and assist with the launch of new collection projects including testing and execution stage
- Train, mentor and manage team members in the collections department
- Participate in Group Audits regarding required collections information
- Ensure tasks and duties are allocated to meet monthly efficiency and compliance targets
- Assist with day to day collections duties (for example: dialer, manual calls, payment arrangements etc) as required
- Other duties as directed within the skills and abilities of a position at this level, as directed by the Operations/Credit Manager

**Requirements**:
Here’s what experience we need from you:

- A sound understanding of debt collection and associated legal obligations
- Be self-motivated and commercially minded
- High attention to detail
- Be methodical in your approach
- Demonstrated ability to show active listening, effective questioning to build rapport and ongoing relationship
- Proactive and performance driven nature
- Independent problem-solving abilities and positive attitude
- Ability to display a flexible approach to problem solving issues whilst working within established credit framework
- Sound understanding of the Debt Collections Guidelines, and legal requirements
- Ability to work within an ambiguous environment and assist to create appropriate structure and processes
- Solid experience in a debt recovery role
- A good understanding of how to talk to get the most out of customers
- Prior knowledge of working with Salesforce is highly regarded
- People management experience

**What we can offer you**
- Global exposure
- Office weekly breakfast
- Snack bar
- Friday happy fridge
- Various team building events ️
- A true people first and family culture
- Employee assistance program ️
- Development opportunities
Hybrid working model - with flexible work from home arrangements
- **Sound good?**
- IPF Digital Australia is an Equal Opportunity Employer and we value diversity and inclusion in the workplace. We seek to recruit, develop and retain the most talented people from diverse cultures, perspectives, skills and experiences within our workforce. All employment will be based on merit, competence, performance and business needs._