Collections Analyst


This role requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgement based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own job.

Responsibilities:

  • Managing Credit Card/Personal Loan Portfolio.
  • Accounts ranging from 0-180 days in delinquency.
  • Taking inbound calls and making outbound calls from a dialler platform.
  • Assessing and negotiating payment plans.
  • Offering remedial assistance and identifying hardship triggers for customers who are unable to pay.
  • Skip Tracing and raising of field calls.
  • Meeting/Exceeding set KPI’s set by business pertaining to outbound calls / dollars collected.
  • Adaptable to change and being able to multi task. 
  • Knowledgeable in NCCP and debt collection guidelines and knowledge in bankruptcy /deceased processes

Qualifications:

  • 2 years experience in Collection
  • Financial Services experience is preferable
  • Responsible, Analytical, Proactive, Adaptation, Organized, Teamwork, Work Under Pressure, Results Oriented.
  • Innovation and generation of proposals. Ability to adjust quickly to changes and re prioritization in the market
  • Experience in a fast paced call centre environment
  • Would consider an entry level candidate with Financial Services work experience.

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see www.citi.com.au/privacy

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE.

To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.


This role requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgement based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own job.

Responsibilities:

  • Managing Credit Card/Personal Loan Portfolio.
  • Accounts ranging from 0-180 days in delinquency.
  • Taking inbound calls and making outbound calls from a dialler platform.
  • Assessing and negotiating payment plans.
  • Offering remedial assistance and identifying hardship triggers for customers who are unable to pay.
  • Skip Tracing and raising of field calls.
  • Meeting/Exceeding set KPI’s set by business pertaining to outbound calls / dollars collected.
  • Adaptable to change and being able to multi task. 
  • Knowledgeable in NCCP and debt collection guidelines and knowledge in bankruptcy /deceased processes

Qualifications:

  • 2 years experience in Collection
  • Financial Services experience is preferable
  • Responsible, Analytical, Proactive, Adaptation, Organized, Teamwork, Work Under Pressure, Results Oriented.
  • Innovation and generation of proposals. Ability to adjust quickly to changes and re prioritization in the market
  • Experience in a fast paced call centre environment
  • Would consider an entry level candidate with Financial Services work experience.

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see www.citi.com.au/privacy

-------------------------------------------------

Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU

------------------------------------------------------

Time Type :Full time

------------------------------------------------------

Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE.

To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.

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