Collections Officer

C200 Heartland Bank Limited; Auckland; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

employee banking benefits

excellent insurance package

flexible working options

Job summary

Heartland Bank Limited is seeking a Collections Officer to join our Auckland team. You will manage inbound and outbound calls, help clients negotiate arrears, and collaborate with internal departments to deliver exceptional service.

The role emphasizes empathy, strong communication, and problem-solving as you promote digital solutions and maintain compliance with CCCFA and debt-collection best practices. Prior collections experience is preferred but not required.

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 experience.
• Debt collection methodology.
• Knowledge of CCCFA Legislation.

Responsibilities

• 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.

Skills

Professional communication

Fast-paced environment

Attention to detail

Debt collection experience

Debt collection methods

CCCFA knowledge

Job description

Collections Officer

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.

Key Responsibilities

• 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

• 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.

About Heartland

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).

Benefits

• 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.

Support & Accommodations

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 Heartland is an innovative and award-winning financial services group. We’re committed to creating a culture of inclusivity that celebrates our diversity and supports the wellbeing of our people. Introduce yourself to our team and we'll get in touch if there's a role that seems like a good match. Across the Heartland group, we’re looking for people who will embrace the opportunities we provide to learn, contribute and make a difference. You’ll find meaningful work and an environment that is fast-paced, rewarding and supportive. The Heartland group is a digital financial services group of companies, which includes Heartland Bank in New Zealand and Heartland Bank in Australia (which includes our StockCo team).