[Hiring] Collections & Recoveries Lead @Circular

Role Description

As our Collections & Recoveries Lead, you will own the day-to-day execution of Circular’s collections and recovery strategies across Australia and Singapore, covering both consumer and business customers. This is a fully remote, hands-on individual contributor role with significant ownership. You will manage customers throughout the arrears lifecycle, understand their circumstances and agree appropriate, sustainable solutions that maximise recoveries while minimising losses for Circular. You will also manage more complex matters including financial hardship, disputes, defaults and recoveries, while using your frontline insights to improve our collections strategies, communications and processes.

• Own the collections portfolio, managing overdue accounts and ensuring timely, appropriate follow-up.
• Engage directly with customers via phone, email, SMS and WhatsApp to negotiate payment arrangements, returns and other suitable solutions.
• Manage complex cases, including hardship, vulnerability, disputes and complaints, escalating where appropriate.
• Progress defaults and recoveries, including credit reporting, external collections and recovery processes.
• Manage external partners, including collection agencies, field visits and skip tracing where required.
• Improve how we collect by identifying themes, analysing outcomes and recommending improvements to strategies, processes, communications, tools and automation.
• Maintain strong records and controls, ensuring actions and decisions are accurately documented and applicable regulatory requirements are followed.

Qualifications

• Strong experience in collections, recoveries or arrears management, with a proven ability to take ownership of accounts and resolve arrears through effective customer engagement.
• Practical knowledge of Australian consumer collections requirements, including debt collection conduct, financial hardship, defaults, enforcement and default listing.
• Excellent written and verbal communication skills, with the ability to handle difficult conversations calmly, constructively and pragmatically.
• Strong judgement, initiative and ownership, with the confidence to determine the right course of action across different customer circumstances.
• An improvement mindset, be able to identify patterns from customer interactions and turn them into practical changes to collections strategies and processes.
• Comfortable using collections systems and reporting to manage a portfolio and understand performance.

Company Description