Head Of Collections

Head of Collections

As the Head of Collections, you will play a pivotal role in leading the Collections departments at Rapid Loans. You will be responsible for ensuring exceptional service delivery to our customers while also managing debt recovery processes and portfolio management strategies. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and expertise in customer experience management.

A strong background in collections and arrears management is critical to the success of this role. 

Key Responsibilities:

1. Leadership and Team Management:
   • Lead, inspire, and empower the collections teams to deliver outstanding service and support to customers across various channels.
   • Provide guidance, coaching, and mentorship to team members, fostering a culture of excellence, accountability, and continuous improvement.
   • Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and development.
   • The successful candidate will also be a key member of Rapid Loan’s Leadership Team and be able to assist in strategic company growth. 
2. Collections and Portfolio Management:
   • Develop and implement effective collections strategies to optimise debt recovery while minimising customer churn.
   • Analyse portfolio performance, delinquency trends, and risk profiles to make data-driven decisions and adjustments to collection strategies.
   • Oversee the development and maintenance of Collections policies, procedures, and workflows to ensure compliance with regulatory requirements and company standards.
3. Process Optimisation:
   • Review and optimise customer service and collections processes, policies, and workflows to ensure efficiency, consistency, and compliance.
   • Implement technology solutions and tools to streamline operations, improve response times, and enhance the overall customer journey.
   • Review and monitor key performance indicators (KPIs) and metrics to track service levels, portfolio performance, and collections effectiveness.

Qualifications:

• Bachelor's degree in business administration, finance, or a related field; advanced degree or professional certification is a plus.
• Proven experience in leadership roles within customer service, collections, or customer experience management, preferably in a consumer-facing industry.
• Strong understanding of customer service principles, regulatory and legislative obligations (including RG 96 and NCCP requirements), and portfolio management strategies.
• Excellent communication, interpersonal, and conflict resolution skills.
• Demonstrated ability to analyse data, identify insights, and make data-driven decisions.
• Proficiency in using LMS systems, collection software, and Microsoft Office Suite.

Benefits:

• Competitive salary.
• Amazing Gold Coast location. 
• Dynamic team and greenfield strategy opportunities
• Free yoga classes 1-2 times per week.