Collections Specialist

• Build trust and negotiate repayments with customers in financial distress
• Team environment with opportunity to manage your own workload and multiple cases
• We work 2-3 days a week in our brand new office, located in Circular Quay

Start your adventure with Zip

Our 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 phone-based 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 on

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

• Securing payment from customers whilst maintaining strong relationships.
• Providing support to our financial distress customers and agreeing on a reasonable repayment option in-line with our internal collections policy.
• Perform all administrative duties related to ensuring collections efficiency.
• Interacting with customers on a daily basis, over the phone and by email.
• Having the ability to assist multiple clients, responding to queries in a timely and professional manner and solving customers’ problems and providing excellent service.
• Handling inbound customer queries related to payments.
• Working independently to build trust and negotiate repayment solutions with customers, monitoring repayments, liaising with the DCA department on client queries.
• Creating, maintaining and running daily reports on outstanding debt, ensuring accuracy and updating on progress.
• 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 Leader of Collections to update systems and policies, monitor results and input into strategic development.
• Processing ad-hoc payments.
• Having the ability to remain tactful and calm when having a difficult conversation with a customer.
• Resilient, empathetic, collaborative, detail-oriented, and self-motivated with excellent organisational, time and project management skills.
• 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.

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 a collections role or have transferable skills from a customer facing role.
• Understanding of the debt collection processes.
• Sound knowledge of collection techniques 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.

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