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Debt Resolution Specialist

3 weeks ago

Auckland, Auckland, New Zealand Zip Co Full time
About the Role

We are seeking a highly skilled Debt Resolution Specialist to join our Collections team. In this role, you will be responsible for building trust with customers in financial distress and negotiating repayment solutions while leading various initiatives and projects in the debt collection space.

Key Responsibilities
  • Providing support to customers experiencing financial hardship over the phone and via email, agreeing on reasonable repayment options that align with our internal collections policy.
  • Handling inbound customer queries related to payments, allocations, and hardship, 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 progress.
  • Liaising with multiple debt collection agencies on client queries.
  • Guiding and coaching junior colleagues and facilitating training.
  • Working closely with the Collections Manager to update systems, processes, and policies, monitor results, and provide input into strategic solutions.
Requirements
  • 4+ years of experience within a collections or telephone experience environment in a similar role or transferable skills from a customer-facing role.
  • In-depth understanding of receivables management and debt collection processes.
  • Solid 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, remaining tactful and calm during difficult conversations.
  • 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.