Collections Officer

New Zealand Government; Wellington; On-site; NZD 60,000 - 62,000; Full time

Job summary

ACC is seeking a motivated, customer-focused professional to join the Collections & Recovery team in Wellington. In a busy contact centre, you will help levy customers understand benefits and responsibilities, while negotiating payment plans and maintaining accurate customer information.

You will join a supportive, diverse team within a large organisation. Hours are 40 per week, Monday to Friday, on a 8:00am–6:00pm roster.

Qualifications

• Experience in contact centres, collections, or customer service.
• Strong verbal and written communication skills.
• Ability to negotiate positive outcomes in challenging conversations.
• Sound investigative, financial and numerical skills.
• Resilience in a fast-paced, changing environment.
• Self-motivated, solutions-focused mindset.
• Strong customer focus and relationship-building ability.
• Commitment to continuous improvement and openness to feedback.
• Curiosity and initiative driving results.

Responsibilities

• Engage levy customers in a contact centre setting to explain benefits and responsibilities.
• Negotiate payment arrangements and make decisions related to customer accounts.
• Protect the integrity of customer information while providing professional service.
• Contribute to a supportive, diverse team in a large, complex organisation.

Skills

Contact centre experience

Verbal communication

Written communication

Negotiation

Numerical skills

Resilience

Solutions-focused mindset

Customer focus

Continuous improvement

Curiosity & initiative

Job description

Support levy customers through meaningful and solutions-focused conversationsJoin a supportive and diverse team, in an organisation with lots of opportunitiesWork on a Monday to Friday roster with no weekend workPermanent | Wellington

About us | Mō mātou ACC is a trusted and high-performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future You can find more about ACC and the work we do at www.acc.co.nz.

About the role | Mō te tūranga mahi

We have an exciting opportunity for a motivated and customer-focused Collections & Recovery team in Wellington. Working in a contact centre environment, you'll help levy customers understand the benefits of ACC and their responsibilities through professional and efficient communication. The information you gather will help maintain the integrity of customer information while supporting your ability to negotiate payment arrangements and make decisions relating to customer accounts. You'll be part of a supportive, friendly and diverse team and gain valuable experience within a large and complex organisation that contributes to keeping Kiwis safe at work, at home, and everywhere in between. The role is based at the Justice Centre in Wellington. Hours of work are 40 hours per week, rostered Monday to Friday between 8:00am and 6:00pm. The appointing salary for this role is $60,486 - $62,104 based on experience. ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme (9% contribution) with features like no mandatory employee contribution, optional life and income protection insurance.

About you | Mōu

• Previous contact centre, collections, or customer service experience.


• Strong verbal and written communication skills.


• Confidence to have challenging conversations and negotiate positive outcomes.


• Sound investigative, financial and numerical skills.


• Resilience and the ability to adapt in a fast-paced and changing environment.


• A self-motivated, solutions-focused mindset.


• Strong customer focus and relationship-building capability.


• A commitment to continuous improvement and openness to feedback.


• Curiosity, initiative and a positive outlook.

You must hold New Zealand work rights at the time of application.

Working at ACC | Mō ACC

At ACC, we embrace the rich tapestry of Aotearoa New Zealand's cultures and are dedicated to providing equitable opportunities.

We know that a diverse and inclusive team helps us meet the needs of our customers, and we encourage applications from individuals of all backgrounds, ethnicity, national origin, gender identity, age, and those with diverse abilities.

It's important to us that people are free to be themselves at work.

Here are some ways we encourage that: Employee networks to support our colleagues from diverse backgrounds.The option to explore flexible working that suits your needs and ours.