Collections Associate

Build trust and negotiate repayments with customers in financial distressTeam environment with opportunity to manage your own workload and multiple casesWe work 2-3 days a week in our brand new office, located in Circular QuayStart your adventure with ZipOur Collections team is responsible for building relationships with customers, supporting them through the repayment process in what are often difficult circumstances.
This important work requires empathy, strong communication and problem-solving skills and the ability to deliver in line with Zip's policies, processes and commercial objectives.Time spent in this role will take your client relationship management skills to the next level, as you develop your understanding of the debt collection process and the importance of fair and appropriate treatment of vulnerable customers.Cool stuff you'll be working onReporting directly to the Collections Team Leader, you'll be:Managing early arrears portfolio end to endMaking suitable arrangements with customers as per our credit policyMonitoring financial hardship, variations, bankrupts and defaults registerResponding to inbound collections queriesFollowing up on broken payment arrangements and renegotiating new arrangementsProviding customers with solutions to their queriesEducating delinquent customers to prevent future arrearsProcessing and managing incoming chequesWhat you'll bring to the teamZipsters 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:12 months experience in an office or customer service environmentStrong verbal and communication skillsThe ability to effectively prioritise, manage deadlines and understand new ideas and concepts quicklyOutcome focusedHighly organised and detail-orientated with focus on time managementAbility to understand business needs, consistently meet expectations and respond promptly and professionally to business requests or enquiries, seeking guidance as appropriateAbility to work efficiently and autonomously, we have a great team and work closely together, but each team member owns their tasks from start to finishStrong time management and organisational skillsProblem-solving, analytical, decision making and collaborative skillsA mindset that embraces AI and new tools to adapt, learn and grow.An aptitude for identifying and managing risks.
Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.Our values in your DNA: Customer First, Own It, Stronger Together and Change the GameWhat you'll get in returnAs 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 days16 weeks paid parental leave for primary carers, and 4 weeks for supporting carersFamily support policies including miscarriage bereavement leave and domestic violence leaveMental 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 ClassPass2 days paid volunteering leave per yearFee-free Zip products, and discounts with Zip merchant partners (AU)Team social events, epic offices, free breakfast daily, and weekly free lunchesBe a part of a team that reflects the diversity of our customersWe 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 usZip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to 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.
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