Collections Team Leader

4 hours ago

Lower Hutt, New Zealand Kiwibank Full time

Excellent benefits such as Wellbeing Days, subsidized banking and insurance.
- Kiwibank’s Parenthood package includes 6 weeks paid baby bonus leave.
- Based in Lower Hutt with minimum two days in office.

**This is us. Where making an impact matters.**

Kiwibank is on a mission to make Kiwi better off. As a purpose-led organisation, we’re focused on doing what’s right for our customers and communities. We’re looking for a Customer Care Team Leader who can oversee daily operations for our Customer facing Collections Team and create an empathic and high-performing team culture.

In this role you will:

- Lead, develop, and coach our Recoveries Representatives to effectively deliver great outcomes for our customers in financial hardship.
- Build an empathic and high-performing team culture ensuring that allocated work is delivered within agreed SLAs.
- Be the after-hours support point of contact, responsible for arranging or providing coverage for sickness, annual leave, other absences, and public holidays.
- Take ownership of escalated complaints and provide resolutions.
- Manage quality assurance ensuring that all processes are consistent within the team.
- Foster a culture of continuous improvement.
- Support the Manager by undertaking other tasks and duties as required, defined, or requested.

**This is us. Where your expertise matters.**

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

- Proven experience leading and coaching a team, building a high performing and caring team culture.
- Previous banking or collections experience and ability to have difficult conversations with customers.
- A sound understanding of Dynamic 365 system and working knowledge of reporting and analytics.
- Strong process management and an interest in continuous improvement.
- Great communication and can build strong relationships with stakeholders.

You do not need to tick every box here to be considered

**This is us. Where you and your whānau matter.**

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive - we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.

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