Collections Officer

Job Description

Our Sydney based personal loan start up is looking for an Collections Officer to join our exciting, rapidly expanding business. The Collections Officer will be the voice of our collections team, liaising directly with our customers. In this role, you build relationships with our clients to understand and support their needs in line with our business model.

• Secure payments from customers whilst maintaining strong relationships.
• Work closely with members experiencing financial stress to develop and implement strategies to manage repayments and repay debt.
• Provide support to our customers and agree on a reasonable repayment option in-line with our internal collections policy.
• Interact with customers on a daily basis, over the phone and by email.
• Have the ability to assist multiple clients, respond to queries in a timely and professional manner and solve customers problems whilst providing excellent service
• Manage inbound customer queries related to payments
• Work independently to build trust and negotiate repayment solutions with customers
• Receiving inbound and making outbound calls to customers, third parties and third party suppliers
• Providing information and support to customers experiencing financial hardship
• You will be part of a supportive team to help drive first call resolution and offer customers further assistance that meets their financial obligations
• Understand & adhere to the Collections Debt and NCCP consumer guidelines

Qualifications

• You are an ambitious self-starter with at least 2 years Collections experience, excited about the potential of joining an evolving and rapidly expanding business.
• Experience in both unsecured and secured credit collections
• The ability to maintain empathy & professionalism and remain calm when faced with push back or adversity;
• A commitment to delivering an exceptional customer service experience;
• A strong sense of conviction to achieve the best outcome for the member and the business; 
• An ability to work unsupervised or cooperatively as part of a team.
• Excellent Communication and engagement skills both written and verbal
• Ability to manage own portfolio with excellent organization skills