Collections Specialist

InDebted; Waitakere Ranges; On-site; NZD 55,000 - 85,000; Full time

Job summary

InDebted, a fast-growing global debt-resolution company, seeks a Collections Specialist to join our Henderson, West Auckland team. This full-time, office-based role focuses on real conversations with customers to navigate repayment options with empathy and professionalism.

You'll negotiate repayment plans, deliver outstanding service, and uphold compliance while hitting KPIs for both InDebted and our clients. Join us to make a genuine difference.

Qualifications

• Experience in collections, customer service or contact centre.
• Strong verbal communication and call control.
• Empathy and professionalism in sensitive conversations.
• Excellent negotiation and results-driven mindset.
• Excellent organisational skills and ability to manage priorities.
• Attention to detail and accuracy.
• Able to work independently and in a close-knit team.
• Comfort using web-based tools and systems.
• Compliance with laws and company policies.

Responsibilities

• Negotiate sustainable repayment plans and settlements by phone.
• Deliver excellent customer service guiding toward debt resolution.
• Listen to customer concerns and identify right solutions.
• Meet and exceed KPIs for InDebted and clients.
• Maintain compliance with laws, regulations, and policies.

Skills

Collections experience

Customer service

Call control

Empathy

Negotiation

Organizational skills

Attention to detail

Teamwork

Tech savvy

Tools

CRM software

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.

Collections Specialist – Henderson, West Auckland Full-time | Office-based

About InDebted

InDebted is on a mission to change the world of consumer debt - for good. We partner with forward-thinking organisations to help overdue customers find a path forward, using machine learning and AI to personalise every step of the collections journey with empathy at its core.

Founded in Australia, we're now a team of 300+ people operating across North America, the UK, Europe, Latin America and the Middle East. We're growing fast - and we'd love you to grow with us.

The Role

We're looking for a Collections Specialist to join our Auckland team, based full-time in our Henderson office - conveniently located in West Auckland.

In this role, you'll be at the heart of what we do: having real conversations with real people, helping customers navigate debt resolution with empathy and professionalism. You'll negotiate repayment solutions, deliver outstanding customer experiences, and make a genuine difference to the people you speak with every day.

Hours

Full-time, Monday-Friday. Occasional rostered Saturday shifts (8am–12pm) may be required.

What You’ll Be Doing

• Engaging customers by phone (inbound and outbound) to negotiate sustainable repayment plans and settlement agreements
• Delivering consistently excellent customer service while guiding customers toward practical, respectful debt resolution
• Listening carefully to customer concerns, identifying the right solutions, and following through to ensure resolution
• Meeting and exceeding KPI's for both InDebted and our clients
• Maintaining full compliance with relevant laws, regulations, and company policies

What You’ll Bring

• Previous experience in collections, customer service, contact centre, or a role with transferable skills
• Strong verbal communication and call control - this is a phone-based role and your voice is your tool
• Genuine empathy and the ability to have sensitive conversations with care and professionalism
• Sharp negotiation skills and a results-driven mindset
• Excellent organisational skills and the ability to juggle multiple priorities
• Attention to detail and a commitment to accuracy
• Confidence working both independently and as part of a close-knit team
• Comfort using web-based tools and systems to manage customer interactions and documentation
• A problem-solving mindset - you think on your feet and find solutions

Why Join InDebted?

Do work that actually matters - every conversation you have makes a difference

Be part of a tight-knit Auckland team backed by a fast-growing global business

Build a long-term career with real progression opportunities

Modern Henderson office, great team culture, and a company with serious momentum