Senior Collections Specialist (12 month contract)

• Build trust and negotiate repayments with customers in financial distress, while also leading different important initiatives and projects in the debt collection space 
• Work in a close knit team while supporting junior team members 
• Hybrid work arrangement in our office located in Takapuna

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 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 to the Collections Manager, you'll be: 

• Providing support to our financial distress customers (over phone and by email) and agreeing on a reasonable repayment option in-line with our internal collections policy, whilst maintaining strong relationships with them
• Handling inbound customer queries related to payments, allocations and hardship (as well as performing associated administrative duties such as monitoring repayments, processing ad-hoc payments & reconciliations)
• Creating, maintaining and running daily and monthly reports on outstanding debt, ensuring accuracy and updating on progress
• Liaising with multiple debt collection agencies on client queries
• Guide and coach junior colleagues and facilitate training
• Working with and supporting the Collections Manager to update systems, processes and policies, monitor results and provide input into strategic solutions
• Supporting quality assurance tasks and providing monthly reporting 
• Maintaining sound knowledge of CCCFA regulations and market updates
• 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:

• 4+ years experience within a collections or telephone experience environment in a similar role or have transferable skills from a customer facing role
• In-depth understanding of receivables management and debt collection processes
• Sound knowledge of collections techniques and familiarity with relevant regulatory requirements including CCCFA
• Ability to work independently to build trust and negotiate repayment solutions with customers, as well as being able 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
• Strong negotiation and communication skills when dealing with impaired accounts
• 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
• Team social events, epic offices and free breakfast daily

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.

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.

#LI-Hybrid