Description:
At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.This position will initially be for 6 months with view to permanent position.
The Collections Officer is responsible for overseeing the day-to-day operational tasks associated with managing arrears and enforcement activities for the Onboard Finance portfolio. This role requires a tailored approach to effectively recover customer debt while minimising financial loss and risk to the business.
The Collections Officer will leverage their prior experience in debt collection and strong customer service and negotiation skills to build and maintain positive relationships with affected customers.
Preparing detailed reports on arrears status, payment plans, and recovery progress, ensuring accurate and timely communication with management, finance teams, and external partners.
A key aspect of this role involves effectively managing relationships coordinating with external debt collection agencies and legal teams, delegating tasks as necessary to ensure efficient resolution of outstanding debts. Ensure smooth operational flow, resolve any disputes or concerns promptly, and support the overall financial health of the organization working alongside your team.
Responsibilities:
- Manage the recovery of arrears for all affected novated lease and finance lease customers. Negotiate payment plans with affected customers, monitoring progress to ensure timely recovery of funds.
- Comply with policies and procedures including Credit and Hardship Policy, Privacy Act and NCCP. Escalate payment plans or issues outside of company guidelines or the Delegation of Authority (DOA) to the manager for approval.
- Manage the relationship and workflow with external collection agencies including account referral where necessary
- Working with the business to develop and enhance existing processes aligned to industry standard and required legislation.
- Track and report on the amount of debt recovered and regularly review reports to identify new debts that require attention. Work with Settlements & Operations teams to address debt reporting issues, offer solutions, and implement corrective actions.
- Maintain regular communication with internal and external stakeholders, providing updates on recovery progress and fostering smooth collaboration. Ensure database integrity and promptly report any identified issues to maintain accurate records.
- Take full ownership of customer inquiries related to novated leasing finance, including managing complaints and ensuring customer satisfaction in line with Onboard Finance guidelines.
What we are looking for:
- Tertiary qualifications in a business, accountancy & finance disciplines will be well regarded.
- Exceptional negotiation skills with the ability to de-escalate emotive situations evidenced from experience in a customer service driven environment.
- Problem solving and conflict resolution; high level professional communication skills including demonstrated verbal and written communication skills
- Autonomy and excellent time management; demonstrated ability to work effectively as part of a larger team as required and the ability to establish priorities and work to strict timelines
- Understanding of customer circumstances showing empathy where required; demonstrated ability to understand and embrace the principles, compliance & legislative requirements within a collections management environment
- Proven track record in managing debt collections, preferably in a Leasing/Lending or Auto environment
What we can offer you:
- Novated leasing benefits and discounts.
- 12 weeks paid parental leave and access to our Parents Portal.
- Comprehensive learning and development opportunities to support your career growth.
- Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations.
- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund.
- Exempt Employee Share Plan.
What we can offer you:
-
Novated leasing benefits and discounts
-
12 weeks paid parental leave and access to our Parents Portal
-
Comprehensive learning and development opportunities to support your career growth
-
Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
-
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
-
Exempt Employee Share Plan
As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.
Please note all successful candidates will be required to undergo background checks.