Writing my career story in Collections at Zip

We recently caught up with Nikki, who is a Senior Collections Specialist in our New Zealand team. We discussed how she has been able to grow her career over the last two years at Zip, whilst supporting customers navigate their financial challenges with understanding and empathy, finding solutions that work for them.

Originally from Ireland, I’ve been living in New Zealand for the past 12 years and have 15 years experience in the Collections space, with the last two being at Zip. It’s incredibly rewarding to know that the work I do is making a positive impact on our customers' experience, helping them get back on track without feeling overwhelmed or judged.

Starting out as an outbound caller in a smaller team , I quickly gained confidence at Zip, through setting clear career goals, which has enabled me to progress in a short amount of time.

I now manage the entire Collections book, which includes a broad range of responsibilities within the Collections space. I’ve also taken ownership of developing customer communications and reporting to support our team. I also take a proactive role in developing team initiatives like ‘lunch and learns’, ensuring everyone across the business is up-to-date on best practices. It’s been an incredible journey, all of which has been possible due to the different opportunities Zip provides.

A Platform to Own Your Career

One of the more unique aspects of working at Zip is the ability to truly own your career path. In larger organisations, I often felt like just another cog in the machine. At Zip, however, I’ve had the opportunity to take ownership of projects and see them through from start to finish. The difference is clear – at Zip you’re empowered to make decisions, take calculated risks, and write your own story. When I first joined, the collection process was much more manual, with a lot of our work done on spreadsheets. I saw an opportunity for improvement through more automation and my leadership team empowered me to make these changes. We were able to create a fully automated reporting system that saves time and mitigates errors. The fact that my ideas were heard and acted upon so quickly makes a huge difference from my experiences elsewhere.

At Zip, I’ve been able to have more influence and visibility. You can directly engage with leaders and teams from different departments – something that’s far more difficult in a big corporate environment. This accessibility has not only boosted my confidence but also enables me to contribute in meaningful ways, whether it’s collaborating with engineers to improve processes or discussing new Collections strategies with the leadership team.

In larger companies, implementing such changes often requires navigating complex structures and dealing with red tape. But at Zip, the channels are open, and your voice is heard. The leadership team is genuinely invested in initiatives that improve processes and create efficiencies. I’ve seen this firsthand in the way Zip supports the Collections team – from automation to team collaboration, we are constantly improving, and that feels empowering.

My next chapter: Unlimited Growth Opportunities

Looking ahead, I’m excited for what the future holds at Zip. With a culture of ‘changing the game’, I see so much potential within the Collections department at Zip, and I’m excited to be a part of that journey. I’m particularly excited about the opportunities in the merchant space and the ability to further expand our financial assistance offerings, including collections and supporting my team’s upskilling.