Volkswagen Financial Services Australia is a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands within the Volkswagen Group including: Audi, ŠKODA, Bentley, Porsche, Ducati and Lamborghini and outside the Volkswagen Group - Jaguar and Land Rover. Nobody does finance better than our team of experts ensuring a positive customer experience at all times.
We believe our employees are key to our success and offer career advancement to grow your career across various divisions. Our people are recognised for their achievements and we have a team culture led by empathetic managers. Our EVP is testament to our continued commitment to retaining our staff and providing a fulfilling experience during their journey with Volkswagen Financial Services Australia. Our core value is integrity and we seek like-minded individuals to join our thriving business.
Account Management:
Manage a portion of the 90+ days ledger and 60+ days residual balances as allocated by the Collections Team Leader and identify appropriate course of action to take;
o Follow up and arrange payment of arrears within delegated authority levels
o Offer hardship to financially distressed borrowers
o Refer accounts for external skip tracing
o Refer accounts for repossession of vehicle(s)
o Handle the customer asset redemption process in conjunction with the Loss Mitigation Officer and within delegated authority levels
o Identify missing vehicles and make appropriate notations on systems
o Recommend any accounts for consideration to charge off
o Provide reporting to Collections Team Leader with 100% accuracy and SLA outlining the position of accounts under management.
Handle inbound calls from the internal Collections call queue on accounts 90+ days in arrears
Respond to emails from the Loss Prevention email inbox as rostered by the Collections Team Leader.
Act as a first point of reference for escalations from external vendors in terms of account management;
o Collections outsourcing partner
o Customer Service outsourcing partner
o Mercantile Agencies
Processing of Skip Tracing, Repossession and other Mercantile Agency reports and invoices.
Act as backup to the following roles in times of volume increases or leave or as required in accordance with the needs of the business;
o Loss Recoveries Officer
o Loss Mitigation Officer
o Agent & Vendor Coordinator
o Financial Assistance Representative
Any other duties as assigned from time to time
The following responsibilities are secondary which will result in one of the below being assigned to a specific staff Credit Control Officer – Loss Prevention
Management of GFV related Receivables (secondary)
o Management of GFV residual balances in line with reporting from Remarketing Team i.e. collection of residual balance or repossession of asset. This may also include excess wear and tear and excess kms charges.
o Provide reporting to Collections Team Leader with 100% accuracy and SLA outlining the position of accounts under management.
Management of Insurance Shortfalls (secondary)
o Collection of Insurance Shortfalls outstanding
o Provide reporting to Collections Team Leader with 100% accuracy and SLA outlining the position of accounts under management.
Part IX Debt Agreements, Bankruptcies, Liquidations (secondary)
o Respond to Trustees and Liquidators ensuring the interests of VWFS are always protected.
o Maintain the Bankruptcy Register
o Provide reporting to Collections Team Leader with 100% accuracy and SLA outlining the position of accounts under management.
In times of volume increases or leave or as required in accordance with the needs of the business, a Credit Control Officer – Loss Prevention may be required to execute any of the secondary responsibilities as listed above as directed by the Collections Team Leader or Customer Service & Collections Manager.
