Collections Team Leader
Location – Macquarie Park, Sydney
- 12 month contract role | Impactful role within Allied Credit, make a difference!
- Join an ambitious firm which is growing, evolving & increasing its headcount.
- Allied Credit has a hybrid work environment; we understand the value of a work-life balance.
Allied Credit is a leading vehicle finance firm with strategic alliances with global car, marine and motorcycle brands. Offering white label, joint venture and floorplan finance, our proprietary software provides a seamless, convenient and customer-focused finance service to consumers and businesses.
We are seeking an Early Arrears Collections Team Leader to lead and manage the daily operations of a collections team to deliver an excellent customer experience while also effectively managing Allied Credit’s portfolio.
The role will focus on effective decision making and compliance with internal process and legal & regulatory requirements. It will include developing a team of direct reports and collaborating with the Customer Solutions/ Operations leadership team to identify opportunities to enhance contact and portfolio management strategies.
What you will be doing
- Leading and managing a Collections team, ensuring all team members’ interactions with customers exceed expectations, provide a satisfactory resolution as quickly as possible and comply with legal and regulatory requirements.
- Provide ongoing support, coaching and development for staff to achieve improved customer service standards and productivity.
- Managing team scheduling, ensuring regular communication with team members on performance, workflow and management of work volumes.
- Conduct regular file audits and call monitoring, providing coaching as part of the monthly 1:1 meetings where the KPI scorecard and call monitoring results are shared.
- Monitor employee and team performance, including review of daily stats and identifying areas for improvement.
- Managing the arrears portfolio and monitoring the movement into late arrears buckets.
- Escalate concerns relating to account conduct, fraud and trends arising from collections activities.
- Support the Head of Customer Solutions and other managers in driving continuous process improvement activities through applicable working groups.
- Act as the SME for projects and transformation initiatives, specifically ASIC & ACCC Debt Collections Guidelines and ASIC Dispute Resolution Guidelines.
Your background
- Experience working within Financial Services customer services with a general understanding of retail lending across consumer and commercial product lines.
- A comprehensive understanding of relevant legislation, including ASIC & ACCC Debt Collections Guidelines and ASIC Dispute Resolution Guidelines.
- Proven experience in leading people in a call centre environment with the desire and skills to have your team develop and succeed.
- Strong and empathetic customer focused approach with excellent verbal and written communication skills.
- Well-developed negotiation and problem-solving skills, and the ability to recommend process improvements and innovative solutions.
Why work for Allied Credit?
- Work-life balance – hybrid working arrangements allow a balance of working from home and the office, and we are always willing to discuss flexible working options.
- Wellness day to take a day off for some R&R around your birthday and a Volunteer Day to support your community.
- Discount offers on selected retailers, car loans and novated leasing options.
- A learning environment where we take your development and career aspirations seriously.
- 16 weeks of paid parental leave along with Salary Continuance Insurance.
We want individuals who will buy into and thrive with Allied Credit’s Values of Customer Focus, Adaptability, Risk Confidence, Integrity and Teamwork.
Allied Credit pledges to treat all candidates with the utmost respect and professionalism throughout the recruitment process. We promise to conduct a fair, transparent, and inclusive hiring process, ensuring that all candidates are evaluated based on their skills, experience, and potential, regardless of race, gender, age, disability, sexual orientation or any other irrelevant characteristic.
Please contact Alex Kelly on 0484 109 354 for a confidential discussion. For further information on Allied Credit, please visit our website at https://alliedcredit.com.au/ or email hrservices@alliedcredit.net.au.
