Collections Associate

• Build trusted relationships with customers while helping them get back on track financially in a role that makes a real difference every day
• Customer focused role managing arrears portfolios, negotiating repayments and supporting customers through challenging situations
• Hybrid work arrangement, with 2-3 days in our office located in Takapuna

Start your adventure with Zip

Our Collections team sits within Zip’s Operations function and plays a critical role in supporting customers through the repayment process. This work requires empathy, resilience and strong communication, balanced with a clear understanding of policy and responsible credit practices. The team works closely together, sharing insights and supporting one another to deliver fair, consistent and customer first outcomes.

As a Collections Associate, you will be the voice of Zip for customers in arrears. You will build meaningful relationships, understand individual circumstances and work with customers to agree on suitable repayment solutions. This is a role where no two days are the same, and where your ability to listen, problem solve and take ownership will truly shine.

Cool stuff you’ll be working on

• Managing an arrears portfolio end to end across low, medium and high risk accounts
• Engaging directly with customers to secure payments while maintaining strong and respectful relationships
• Negotiating suitable repayment arrangements in line with Zip’s credit policy
• Responding to inbound collections enquiries and providing clear, practical solutions
• Monitoring and managing financial hardship cases, variations, bankruptcies and defaults
• Following up on broken arrangements and renegotiating new payment plans where required
• Educating customers to help prevent future arrears
• Completing administrative tasks to ensure accurate records and efficient collections processes

What you’ll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• Experience in an office or customer service environment, ideally with at least 12 months exposure
• Strong verbal and written communication skills with the ability to handle sensitive conversations
• An organised and outcome focused approach, with the ability to prioritise and manage deadlines
• Confidence working autonomously while knowing when to seek guidance
• Strong problem solving, analytical and decision making skills
• The ability to quickly understand new concepts and apply them in a practical way
• Experience or knowledge of collections, receivables management or relevant regulations is helpful but not essential
• A mindset that embraces AI and new tools to adapt, learn and grow
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our role
• Our values in your DNA. Customer First, Own It, Stronger Together and Change the Game

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 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 a wellbeing allowance, free access for you and your family to our Sonder platform, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Team social events and epic offices

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.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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