Collections Officer

About the Role

Heartland Bank Ltd invites applications for the position of Collections Officer based in our Auckland office. We seek a motivated and empathetic individual with strong communication skills, both verbal and written, along with excellent customer service, problem-solving and negotiation abilities. While prior collections experience is preferred, candidates looking to launch or renew their careers in the financial or collections sector will also be considered. Tertiary qualifications are not mandatory but appreciated if you wish to apply your studies practically.

Key Responsibilities

• Managing customer communications through digital platforms such as email, ensuring professional and customer-centric interactions.
• Handling inbound calls from the collections queue addressing both simple and complex account inquiries.
• Executing outbound calls, including manual and dialler campaigns, to discuss overdue accounts and agree on repayment plans.
• Engaging with customers to resolve arrears by setting up payment arrangements.
• Inputting and tracking payment arrangements within Heartland Bank's collections systems.
• Collaborating with internal teams and external introducers to address customer requirements.
• Assisting customers with their digital banking journey and promoting digital solutions offered by the bank.

Candidate Requirements

• Excellent professional communication skills.
• Capacity to excel in a dynamic, fast-paced, and high-pressure work environment.
• Strong attention to detail and accuracy in all tasks.
• Experience with debt collection or credit control practices.
• Knowledge and application of debt collection methodologies.
• Understanding of the Credit Contracts and Consumer Finance Act (CCCFA) legislation.

About Heartland Bank

Heartland is a publicly listed financial services group in New Zealand and Australia, with significant growth ambitions. We provide award-winning savings and finance products to a diverse clientele including business owners, farmers, and retirees. Our strategy focuses on full digital transformation to deliver scalable, efficient services and competitive rates to customers.

Culture and Benefits

We foster a collaborative and evolving workplace culture that values inclusion and diversity. Opportunities for professional development and involvement in various internal groups focusing on cultural heritage, diversity, and environmental advocacy are available. Benefits include employee banking privileges, a comprehensive insurance package, and flexible working arrangements. Heartland is a Living Wage Employer, Hearing Accredited Workplace, holds the Rainbow Tick, and is committed to equal opportunity employment.

Diversity & Inclusion Commitment

We celebrate the unique backgrounds of our employees and strive to create an authentic and supportive environment. Applicants are welcome to request accommodations such as sign language interpreters or speech-to-text services during the application and interviewing process. We encourage sharing of preferred pronouns to foster respect and inclusion.