Collections Specialist - Dunedin

About the role:

The Collections Specialist role is pivotal in safeguarding MTF against credit risk and financial losses. Through executing effective collections, recovery, and default management strategies, this role minimises our exposure to risk and supports our network of originators to achieve the same goal. Through exceptional service and assistance to our customers, originators and key stakeholders, the Collections Specialist enhances MTF's overall credit risk management strategy, ensuring a robust and resilient financial framework. This role champions and proactively identifies opportunities to improve ways of working that lead to greater efficiency, accuracy and better outcomes for our stakeholders and the business.

Just some of the things you’re responsible for:

• Maintain oversight of contracts in arrears, undertaking relevant actions in accordance with the arrears timeline, legal requirements, and MTF’s risk appetite and policy settings 
• Initiate outbound contact with customers using phone, SMS and email, to negotiate and make arrangements for repayment or default remedies
• Promptly respond to all inbound enquiries related to customer loans where financial or non-financial default is imminent, or has already occurred with appropriate escalation to management as required  
• Generation of documentation and account communications in alignment with intended customer outcomes, SLA’s, and MTF’s policies and procedures.
• Develop a reputation as a credible arrears specialist through up-to-date knowledge of industry trends, regulatory changes, and innovative recovery strategies and practices;
• Providing sound advice and excellent support to business owners to help them to do the right thing.
• Proactively identify opportunities and efficiencies that enhance our collections function through technology and better ways of working.
• Work closely with senior colleagues to resolve escalated cases, providing comprehensive case histories and recommendations
• Maintain accurate records and provide regular reporting to management on arrears insights, trends, and costs 

You’ll need to have:

• Proven success managing professional relationships with customers.
• Demonstrate empathy whilst remaining committed and persistent in the pursuit of recovering debt.
• Tenacious and resilient, remaining calm when challenged.
• Sound problem solving capabilities, with the ability to investigate and identify anomalies or issues
• Exceptional organisations skills and ability to meet deadlines
• Detail focused with high level of accuracy
• Effective written and oral communication
• High level of technical competency, proficient with Office 365, Microsoft Excel, Word, and Outlook with an ability to adapt to new systems and technologies. 
• The ability to interpret legislation and policy guidelines, with sound knowledge of the CCCFA and Repossession Act.
• Able to work collaboratively with customers and stakeholders, and within a team