Collections Specialist

Zip Co Limited is seeking a Collections Specialist to join their team in Sydney. This role involves building trust and negotiating repayments with customers facing financial difficulties. The Collections Specialist will work in a team environment with the opportunity to manage their own workload and multiple cases, working 2-3 days a week in the Circular Quay office.

Responsibilities:

• Securing payment from customers while maintaining strong relationships.
• Providing support to customers in financial distress and agreeing on reasonable repayment options.
• Performing administrative duties related to collections efficiency.
• Interacting with customers daily via phone and email.
• Assisting multiple clients, responding to queries, and solving problems.
• Handling inbound customer queries related to payments.
• Building trust and negotiating repayment solutions, monitoring repayments, and liaising with the DCA department.
• Creating, maintaining, and running daily reports on outstanding debt.
• Supporting the team with the management of Vulnerable Customer cases.
• Working with the Team Leader to update systems and policies.
• Processing ad-hoc payments.

Requirements:

• 2+ years experience in collections or transferable skills from a customer-facing role.
• Understanding of debt collection processes.
• Knowledge of collection techniques and relevant regulatory requirements (ACCC, NCCPA).
• Strong negotiation and communication skills.
• Sound problem-solving capabilities.
• Strong organization and time management skills.
• Resilience, empathy, collaboration, detail-orientation, and self-motivation.
• A mindset that embraces AI and new tools.
• Aptitude for identifying and managing risks.

Benefits:

• 25 days paid leave annually.
• Hybrid work arrangement.
• Mental health and wellness initiatives.
• Team social events and free breakfast daily in Sydney office.