Credit Control Officer
1 day ago
Volkswagen Financial Services Australia is a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands within the Volkswagen Group including: Audi, ŠKODA, Bentley, Porsche, Ducati and Lamborghini and outside the Volkswagen Group - Jaguar and Land Rover. Nobody does finance better than our team of experts ensuring a positive customer experience at all times.
We believe our employees are key to our success and offer career advancement to grow your career across various divisions. Our people are recognised for their achievements and we have a team culture led by empathetic managers. Our EVP is testament to our continued commitment to retaining our staff and providing a fulfilling experience during their journey with Volkswagen Financial Services Australia. Our core value is integrity and we seek like-minded individuals to join our thriving business.
As a Recoveries and DCA Specialist, you will play a pivotal role in maximising recovery of written -off accounts while ensuring all actions align with legislative requirements and VWFS values. You'll manage the recovery process end-to-end, liaise with third parties, and act as a subject matter expert for skip tracing within the department.
What you'll do
Account Management:
• Manage a portion of the 90+ days ledger and 60+ days residual balances as allocated by the Collections Team Leader and identify appropriate course of action to take;
o Follow up and arrange payment of arrears within delegated authority levels
o Offer hardship to financially distressed borrowers
o Refer accounts for external skip tracing
o Refer accounts for repossession of vehicle(s)
o Handle the customer asset redemption process in conjunction with the Loss Mitigation Officer and within delegated authority levels
o Identify missing vehicles and make appropriate notations on systems
o Recommend any accounts for consideration to charge off
o Provide reporting to Collections Team Leader with 100% accuracy and SLA outlining the position of accounts under management.
• Handle inbound calls from the internal Collections call queue on accounts 90+ days in arrears
• Respond to emails from the Loss Prevention email inbox as rostered by the Collections Team Leader.
• Act as a first point of reference for escalations from external vendors in terms of account management
o Collections outsourcing partner
o Customer Service outsourcing partner
o Mercantile Agencies
• Processing of Skip Tracing, Repossession and other Mercantile Agency reports and invoices.
• In times of volume increases or leave or as required in accordance with the needs of the business, a Credit Control Officer – Loss Prevention may be required to execute any of the secondary responsibilities as listed above as directed by the Collections Team Leader or Customer Service & Collections Manager.
What we're looking for
• 2 years' experience working in a similar environment including a demonstrated ability to identify and develop alternative solutions to problems, to evaluate courses of action and to reach logical conclusions.
• Experience in a fast-paced Contact Centre environment
• Demonstrated ability to plan and execute day to day collections activities.
• Good administrative experience is desirable
• Understanding the regulator and NCCP guidelines
• Strong communication and negotiation skills, selecting language, tone and format to suit target audience.
• Ability to build rapport with internal and external customers and business partners.
Are you Driven by More?
When you join Volkswagen Financial Services Australia you become part of a professional and dynamic team structure that is the foundation for the company's current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand.
If you meet the above criteria and would like to join our team, click APPLY NOW
Volkswagen Financial Services Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.
To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.
Successful applicants will be required to complete background checks through our external provider as a condition of employment.
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