Collections Officer

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

Benefits offered by this job

Employee banking benefits

Insurance package

Flexible working options

Job summary

Heartland Auckland is seeking a Collections Officer to join our collections team in our Auckland office. You will manage customer interactions across digital channels, handle calls from the collections queue, and implement repayment plans to reduce arrears.

The role emphasizes clear communication, accuracy, and adherence to CCCFA legislation, with opportunities to promote Heartland's digital solutions and collaborate with internal and external partners.

Qualifications

• 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
• Debt collection methodology
• Knowledge of CCCFA Legislation

Responsibilities

• Manage customer interactions via digital channels, including email, delivering clear, professional, customer-focused communication.
• Answer incoming calls from the Collections queue ranging from a simple balance to more complex requests.
• Make outbound calls to discuss overdue accounts and formulate a plan to remedy arrears.
• Respond to customers with overdue accounts to make arrangements to repay arrears.
• Load and monitor arrangements within Heartland Bank's Collections systems.
• Liaise with internal customers and external introducers to solve customer needs.
• Promote Heartland's digital solutions and help clients with their digital journey.

Job description

We have an exciting opportunity for a Collections Officer to join our Collections Team in our Auckland Office

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.
• Debt collection methodology.
• 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).

Some of our other benefits include:

Some of our perks include 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.

We're a Living Wage Employer, a Hearing Accredited Workplace, and have recently received the 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).

Keen to learn more?

For an insight into life at Heartland, check out https://www.youtube.com/watch?v=TqGMgKROFxE , our Instagram @heartlandbanknz or follow us on LinkedIn www.linkedin.com/company/heartland-bank-nz .

Please note the role is internally known as Credit Consultant - Collections