Collections Officer

Accident Compensation Corporation; Wellington; Hybrid; NZD 60,000 - 62,000; Full time

Benefits offered by this job

9% Superannuation

Job summary

Accident Compensation Corporation (ACC) in Wellington is seeking a motivated Collections Officer to join our Collections & Recovery team. In a contact centre setting, you will engage levy customers to explain benefits, responsibilities, and options for payment arrangements, while maintaining accurate records and ensuring compliance.

The role operates on a fixed-term contract to January 2027, with a Monday–Friday roster from 8:00am to 6:00pm.

Qualifications

• 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.

Responsibilities

• Support levy customers through meaningful and solutions-focused conversations.
• Manage payment arrangements and decisions on customer accounts.
• Gather information to maintain accurate customer records and support decisions.
• Collaborate with the Collections & Recovery team to ensure timely actions.

Skills

Contact centre experience

Communication skills

Negotiation

Numerical skills

Resilience

Self-motivation

Customer focus

Continuous improvement

Curiosity

Job description

• Support levy customers through meaningful and solutions-focused conversations


• Fixed-term role until end of January 2027


• Work on a Monday to Friday roster with no weekend work

Fixed-term | 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 Officer to join our 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

You will bring:

• 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.