Financial Assistance Specialist

• Analytical mindset to assess and manage customer requests for financial hardship assistance
• Work in a tight-knit team that provides customer-centric solutions
• We work 2 days a week (Wednesdays and Thursdays) in our brand new office, located in Circular Quay

Start your adventure with Zip

Our Financial Assistance team is responsible for reviewing customer requests for financial hardship assistance and managing the end-to-end process while building strong relationships with our customers. The team adopts a customer-centric approach by displaying empathy and providing viable options tailored to customers' needs.
 
If you're excited at the prospect of developing your collaborative, analytical and communication skill sets in addition to working with one of the biggest pioneers in Fintech, Zip is the perfect home for you. 

Cool stuff you'll be working on

Reporting directly to the Financial Assistance Team Leader, you'll be: 

• Providing support to our financial distress customers and agreeing on a reasonable repayment option in-line with our internal financial hardship policy and processes
• Overseeing the management of hardship cases, including reviewing and assessing requests for hardship assistance, providing options to the customer, offering case-by-case solutions and monitoring agreements for adherence
• Perform all administrative duties related to ensuring efficiency.
• Having the ability to assist multiple clients, responding to queries in a timely and professional manner and solving customers' problems and providing excellent service.
• Working with customers and/or their financial counsellors to make workable solutions that are the best outcome for both parties
• Supporting the team with the management of Vulnerable Customer cases to ensure fair and appropriate treatment and adherence to internal policies.
• Working with the Team Leaders of Collections to update systems and policies, monitor results and input into strategic development.
• Assist in the Internal Disputes Resolution and External Disputes Resolution (Australian Financial Complaints Authority) processes including conciliation, reporting requirements and preparations of documentation to the Team Lead 
• Resilient, empathetic, collaborative, detail-oriented, and self-motivated with excellent organisational, time and project management skills.
  

What you'll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

• 2+ years experience within collections/financial hardship or experience in a similar role or have transferable skills from a customer facing role.
• Understanding of the debt collection processes and financial assistance policy and procedures
• Sound knowledge 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 you'll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

• 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)

Be a part of a team that reflects the diversity of our customers

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.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

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.

#LI-Hybrid

---