Collections Specialist

Collections Specialist | Earn up to 31k* | Dayshift | Eastwood

We’re an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines, and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment. 

POSITION RESPONSIBILITIES   

Account Management   

• Building positive rapport with customers and provide exceptional customer service at all times. 

• Manage designated accounts to ensure individual and team targets are met 

• Successfully skip trace accounts, ensuring that the correct processes and tools are utilised that ultimately lead to the location of customers 

• Negotiate payment on accounts through providing different options to find the best solution for the customer. 

• Organise and manage workflow to ensure that all designated accounts are actioned appropriately, and payments arrive on time. 

• Ensure accurate notes and data are entered and made available in WinCollect at all times 

Compliance   

• Ensure all account activities are aligned with relevant collection guidelines and legislation including Privacy Act, Trade Practices Act and NCCC etc 

Personal Leadership   

• Coaching and mentoring fellow team members where required to provide support and guidance 

• Sharing knowledge with new Account Manager’s to assist in their development 

Teamwork   

• Ability to effectively collaborate with team members to ensure the team is operating at optimum levels and maintaining a harmonious team environment. 

Time Management   

• Effectively utilise time, processes, and tools to increase activity, efficiency, and productivity 

Policies and Procedures   

• Comply with all policies, processes and procedures as outlined in the Team Member Handbook, Pioneer Leadership Principles and Code of Conduct. 

• Ensure that daily activities are aligned with relevant guidelines and legislation including Privacy Act, Trade Practices Act and NCCP etc. 

• Ensure all marketing is compliant with Anti-Spam Regulations and Guidelines provided by ACMA (Australian Communications and Media Authority). 

Networking   

• Engage in informal and formal networking activities to build positive relationships with all Pioneer Credit employees, relevant external third parties, clients, and suppliers. 

Occupational Health and Safety   

• Take reasonable care to ensure own safety and health at work. 

• Actively promote safety and demonstrate safe behaviours in the workplace. 

• Avoid adversely affecting the safety or health of any other person at work. 

• Uphold safety standards, identify, and correct conditions that affect employee safety and advocate and adhere to all OH&S policies and procedures. 

Business Improvement   

• Identify opportunities for continuous improvement within the team, focussing on bringing best practice techniques to Pioneer Credit by keeping up to date with current market information and industry practice 

Responsibilities on Demand   

• Carry out any other reasonable duties and responsibilities, proportionate with the level of the position as requested by Pioneer Credit. 

• Due to the fluid and dynamic environment within Pioneer Credit, new, additional, or changed position responsibilities may be required at any time. 

• Successful demonstration of change orientation is an ongoing responsibility for all Pioneer Credit positions. 

A BIT ABOUT YOU  

Must have:  

• Strong negotiation & questioning skills - Curious, listens, follow up questions (probing), responding in approriate way 
• Experience in either financial services, collections, customers service / sales or worked for Australians clients in a BPO / Call Centre environment
• Agile thinker who can quickly assess situations and make intelligent decisions 
• Positive Mindset / Self-Motivated / Competitive
• Open to fresh graduates as long as they demonstrate confidence, strong active listening skills and other relevant skills required for the job 
• Be a team player who can work collaboratively with others and be open to provide support when required 
• Confident and professional phone manner 

Nice to have:  

• Residing within 1 hour of Eastwood City

WHAT SUCCESS LOOKS LIKE 

• High customer satisfaction and efficiency rating. 
• Excellent feedback from customers. 
• Achievement of KPIs.

WHAT WE VALUE 

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: 

• Collaboration: Brilliant jerks can be brilliant elsewhere. 
• Impact: Do, get it done, create impact. 
• Passion: Be positive, bring passion and energy. 
• Transparency: A transparent team can help each with other.

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