As a Senior Collections Officer, you will be responsible for those daily tasks which support the members of the Collections teams and the seamless running of the overall end to end Collections function.

What you’ll do:

• Staff Onboarding and Training: Responsible for the training of staff (induction and ongoing) ensuring accurate and productive feedback. 
• Internal Dispute Resolution and Complex Matters: Act as the first point of reference for operational issues and escalations. Respond to allocated internal dispute resolution files accurately, within defined timelines. You will be responsible for the management of dual encumbrance issues in consultation with the Customer Service and Collections Manager and VWFS Panel solicitors. 
• Third Party Management
• Reporting: Compile daily productivity reports and provide to management with 100% accuracy. 
• Quality Assurance: Conduct quality assurance reviews across the VWFS Collection team on Call Quality. 
• Debt Agreements, Bankruptcy and Liquidation: Part IX Debt Agreements, Bankruptcies and Liquidations.
• Project Management: Actively participate in the identification, specification and documentation of small change requests and projects which would enhance the overall operational effectiveness of the end-to-end Collections process.

The successful applicant:

• Minimum Five (5) years’ experience working in a Collections team, demonstrating the ability to identify and develop alternative solutions to problems, to evaluate courses of action and to reach logical conclusions.
• Direct experience to all facets of secured debt collection, including Collections, Litigation, Asset Repossession and Realisation, Loss Recoveries and Hardship
• Minimum twelve (12) months supervisory experience within a similar role and environment within a Contact Centre
• Experience within Financial Services highly regarded
• Experienced in dealing with internal and external stakeholders, including, but not limited to, Trustees, Liquidators, Mercantile Agents, Financial Counsellors and Solicitors.
• Demonstrated ability to plan, monitor and report on daily collections activities.
• Intermediate to advance Excel skills with experience in compiling and circulating daily reporting
• Experience in staff training and conducting call quality reviews
• Understanding the regulator and NCCP guidelines and the Privacy Act
• Demonstrates high levels of Emotional Intelligence and ability to modify style of customer experience
• Strong attention to detail and time management skills
• Strong communication and negotiation skills, selecting language, tone and format to suit target audience.
• Ability to build rapport with internal and external customers and business partners.

Are you Driven by More?

When you join Volkswagen Financial Services Australia you become part of a professional and dynamic team structure that is the foundation for the company's current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand.

If you meet the above criteria and would like to join our team, click APPLY NOW!

Volkswagen Financial Services Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.

To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.

Successful applicants will be required to complete background checks through our external provider as a condition of employment.