Collections Officer

JobSpace; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

employee banking benefits

an excellent insurance package

flexible working options

Job summary

Heartland is looking for a Collections Officer to join our Auckland Collections Team. You will support clients by handling incoming calls and collaborating with internal departments to deliver first‑class service to Heartland customers.

The role suits energetic, empathetic people with strong communication skills, debt-collection experience preferred and knowledge of CCCFA legislation. You will promote our digital solutions and assist customers in arranging repayment plans.

Qualifications

• Professional communication skills.
• Ability to thrive in a fast-paced environment.
• Strong attention to detail and accuracy.
• Demonstrated debt collection/credit control experience.
• Knowledge of CCCFA legislation.

Responsibilities

• Handle incoming calls from the collections queue and provide clear, customer-focused communication.
• Engage with customers via email and other digital channels.
• Make outbound calls to discuss overdue accounts and set repayment plans.
• Load and monitor repayment arrangements in Heartland's collections systems.
• Collaborate with internal teams and introducers to resolve customer needs.
• Promote Heartland's digital solutions to customers.

Skills

Professional communication

Fast-paced environment

Attention to detail

Debt collection/credit control

CCCFA knowledge

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We have an exciting opportunity for a Collections Officer to join our Collections Team in our Auckland Office. While collections experience is preferable, we are looking for an energetic and empathetic person who can evidence strong communication both written and verbal, customer service, problem solving and negotiation skills. You also enjoy providing options and solutions over the phone. You don't necessarily need a tertiary education either but if you have some, you are looking to put that degree or qualification to practical use. If you are looking to kickstart or restart your career in the financial industry and/or a collections environment, then this is the role for you.

Is this your next role? We're looking for the newest addition to our tight knit and highly energetic collections team! You'll be able to support our clients by primarily handling incoming calls, so you totally embrace the unexpected, you also get to work with internal departments to deliver first class customer service to every single one of our Heartland customers.

Get involved in:

• Managing customer interactions via digital channels, including email, while delivering clear, professional, and customer-focused communication.
• Answering incoming calls from the collections queue that will range from a simple balance to more complex requests.
• Making outbound calls (manual and dialler campaign) to discuss overdue accounts and formulate a plan to remedy arrears.
• Responding to customers with overdue accounts to make arrangements to repay arrears.
• Loading and monitoring arrangements within the Heartland Bank's collections systems.
• Liaising with internal customers and external introducers to solve customer needs.
• Promoting our digital solutions and helping our clients with their digital journey.

Key requirements for this role.

• Professional communication skills
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong attention to detail and accuracy.
• Demonstrated experience in debt collection/credit control experience.
• Knowledge of CCCFA Legislation.

A bit about us and what we do Heartland is an NZX/ASX-listed financial services group with big growth plans. Heartland owns both Heartland Bank in New Zealand and Heartland Finance in Australia. We provide award-winning savings and finance products to a diverse range of customers including business owners, farmers and retirees. Heartland's strategy is to digitalise everything we do, enabling us to provide customers with what they need in a scalable way. We can then pass those benefits onto the customer through faster service and better rates.

Can you see yourself here? We're innovative and always evolving. We work together as one team and have big ambition. We're committed to creating a culture of inclusivity that celebrates our diverse backgrounds and supports the wellbeing of our people. We offer real opportunities for learning and career development. You can also drive change through our internal groups (including Manawa Whenua - our Māori group, the Rainbow Committee, Diversity & Inclusion Committee and our Green Team).

• employee banking benefits
• an excellent insurance package
• flexible working options

Diversity & Inclusion At Heartland, we're proud to celebrate the many characteristics that make each of us different. We are committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers.

• Living Wage Employer
• Hearing Accredited Workplace
• Rainbow Tick

Heartland is an equal opportunity employer. We strongly encourage everyone to apply and we welcome everyone to the team. Please let us know if you need any adjustments throughout the application or interview process including a sign language interpreter or speech-to-text reporter. In your application, feel free to let us know what your pronouns are (for example, she/her, he/him, they/them etc).