Collections Specialist

• Be rewarded with a generous, achievable monthly bonus based on your performance and positive customer outcomes (on top of other perks!) 
• Join a supportive and high-performing team with the autonomy to manage your own cases
• Enjoy a hybrid working model, with 2-3 days in our Circular Quay office

Start your adventure with Zip

At Zip, the Collections Specialist role is one of the most impactful in our business. It’s an opportunity to move beyond traditional collections and focus on connection, understanding, and resolution. Our team is dedicated to building trusted relationships with customers, guiding them through the repayment process with fairness and respect.

This role will challenge and develop your professional skills in negotiation, strategic problem-solving, and empathetic communication. You will make a tangible difference to our customers' financial wellbeing while contributing directly to Zip's commercial objectives and living our "Customer First" value every day.

Our culture is built on the idea that supporting our people comes first - a belief we back up with unique perks such as quarterly wellbeing days and a budget to invest in your health and happiness. With weekly in-office free lunches and paid volunteer leave, we ensure you stay connected and refreshed so you can truly thrive. 

Cool stuff you’ll be working on

As an experienced Collections Specialist, you will be empowered to: 

• Provide expert guidance to customers (primarily over the phone) experiencing financial distress, agreeing on reasonable and sustainable repayment options that align with our collections policy
• Exercise autonomy and judgment to build trust, monitor repayments, and manage your own portfolio of customer cases effectively
• Use skip tracing tools and techniques to locate customers, re-establishing contact to negotiate and drive positive outcomes  
• Sync with our debt collection partners to help investigate and resolve complex customer enquiries 
• Champion our vulnerable customers, ensuring they receive fair and appropriate treatment in adherence to our internal policies and Australian-specific regulations
• Contribute to team success by working with your Team Leader to update systems, refine policies, and provide input into our strategic development.

What you’ll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• Proven experience (2+ years) in a collections role where you have navigated complex conversations with empathy 
• Extensive knowledge of debt collection processes and Australian-specific regulatory requirements (such as ACCC debt guidelines, NCCPA and financial hardship processes)
• A talent for negotiation, with a focus on achieving fair, appropriate, and sustainable outcomes.
• Exceptional problem-solving capabilities, with the ability to remain calm and tactful in difficult conversations.
• Excellent organisation and time management skills, with a demonstrated ability to manage your own workload while contributing to the success of a close-knit team.
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Fee-free Zip products, and discounts with Zip merchant partners (AU)
• Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

#LI-Hybrid