Zip Co Sydney, Current South Wales, Australia
Collections Associate
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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.
Responsibilities
- Build trust and negotiate repayments with customers in financial distress
- Team environment with opportunity to manage your own workload and multiple cases
- Hybrid work arrangement, with 3 days a week in our Circular Quay office
Cool stuff you’ll be working on
- Managing early arrears portfolio end to end
- Making suitable arrangements with customers as per our credit policy
- Monitoring financial hardship, variations, bankrupts and defaults register
- Responding to inbound collections queries
- Following up on broken payment arrangements and renegotiating new arrangements
- Providing customers with solutions to their queries
- Educating delinquent customers to prevent future arrears
- Processing and managing incoming cheques
What You'll Bring To The Team
- 12 months experience in an office or customer service environment
- Strong verbal and communication skills
- The ability to effectively prioritise, manage deadlines and understand new ideas and concepts quickly
- Outcome focused
- Highly organised and detail-orientated with focus on time management
- Ability to understand business needs, consistently meet expectations and respond promptly and professionally to business requests or enquiries, seeking guidance as appropriate
- Ability to work efficiently and autonomously
- Strong time management and organisational skills
- Problem-solving, analytical, decision making and collaborative skills
- A mindset that embraces AI and new tools to adapt, learn and grow
- An aptitude for identifying and managing risks
- Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
What You’ll Get In Return
- 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
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.
Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.
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📌 Collections Associate
🏢 Zip Co
📍 City of Sydney