Collections Representative

Summary about this job

Detail information about job Collections Representative. Terms and conditions vacancy

• 6 month contract
• Work for a leading global, well respected brand
• Located close to train station

Toyota Financial Services is the country's largest automotive financier. With over 30 years’ experience in the Australian market, an extensive network of regional offices and as a leader within the worldwide business group, we pride ourselves in understanding and listening to our guests.
  
We're well known in households and trusted by Australians and businesses to look after their financial needs, supporting them with vehicle finance and insurance, warranty solutions, fleet management services, commercial hire purchase and wholesale purchase.
  
Our unique culture, work approach and business practices make Toyota a successful, global company. We are about more than vehicles and vehicle finance – we are about achieving success in business the ‘right way’ through The Toyota Way philosophy, while continuing to support people and their communities.  Our commitment to Continuous Improvement and Respect for People mean our people support each other’s development and success to deliver our global vision of mobility for all. 
  
The purpose of this role is to manage debt recovery within pre-established policy and procedure guidelines to minimise financial losses to TFA.

The working hours for this role are 11:45 - 8pm  Mon - Fri (with parking provided).

Your responsibilities will include :
  
Operational

• Accountable for managing and monitoring allocated delinquent accounts by to achieve a set of KPI’s specific to the designated Collections Team.
• Perform inbound/outbound calls representing the company, balancing call handling time while at the same time delivering an excellent customer experience.
• Ensure Quality Customer Service (Internal & External) in all touch-points with customers.
• Ensure data integrity of customer information – all account information kept up to date.
• Exhaust all options to minimise the number of customer accounts that require escalation of action in order to minimise losses to TFA.
• Using sound judgement and decision making to recommend actions to be taken with delinquent accounts and passing on outstanding debts for debt collection and/or further legal action.
• Ensure that actions comply with all regulatory requirements. Seeking specialist advice where required.
• Adhere to QA standards (to be measured via call listening and quality reviews).
• Complete all relevant administration and documentation.

Policy, Procedure & Process

• Keep abreast of and adhere to TFS Policies and Procedures and provide accurate information in line with product knowledge to customers at all times
• 100% compliance with all relevant legislation including Consumer Credit Code, Privacy Act, Trace Practices Act, Financial Transactions Reports Act, Proceeds of Crime Act

KPI’s and Reporting

• Achieve specific KPI’s - actively seek feedback and focus on areas of improvement.
• Ensure timely and relevant reporting is in place to ensure that a comprehensive understanding of the trends and issues in the Collections Centre are highlighted and escalated.

Relationships

• Maintain effective relationships with internal parties that interact with the Collections Centre.
• Build and maintain constructive relationships with external/3rd Parties (where appropriate).

Kaizen

• Participate in Kaizen activities and contribute feedback and recommendations for continuous improvement and efficiency.

People

• Drive individual/self development using one on one coaching and feedback sessions point with a view to minimiserd feedback sessions with a view to improving behaviours/competencies, quality and customer service levels.
• Participate in team meetings and other centre activities.

  
To ensure your success in this role, ideally you will have:

• Call centre experience (essential)
• Collections experience (desirable)
• Fleet experience (advantageous)
• Financial Services industry experience (desirable)
• Self-motivated and results driven with an ability to work under own initiative.
• Strong interpersonal skills with the ability to deal with difficult customers and build relationships at all levels.
• Organised and structured with strong time management skills
• Legislative knowledge of UCCC, Privacy Act, Trade Practices Act, NCCP, Bankruptcy/ITSA, FTRA, Proceeds of Crime Act (desirable)

  
If you’re keen to join an organisation that recognises the value you add to our business and this is the role you've been looking for, we'd love to hear from you.