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POSITION DESCRIPTION
EMPLOYEE NAME:
POSITION TITLE:
Junior Collections Officer
REPORTS TO:
Collections Manager
LOCATION:
Christchurch
PURPOSE OF POSITION:
The Collections Officer is responsible for managing and undertaking a collections process for debts
that have been allocated to him/her. He/she will utilise best practice processes and techniques, as
well as information at hand, to positively influence debtors to maximise payment of debt over the
shortest period of time.
POSITION VALUES:
The Collections Officer is the front face of the business therefore it is important to communicate
courteously with debtors by telephone, letter, email or by text. It is important to build a positive
relationship as well as investigate, respond to, and progress issues and queries to a successful
conclusion at the earliest time. The Collection Officer needs to display a positive attitude and a
team ethos and work effectively under pressure and handle conflict situations whilst remaining
professional at all times. The Collection Officer also needs to be enquiring and recognise the
importance of best collections practice and procedures, as well as have a strong focus on achieving
collection of debt in a proficient and effective manner.
KEY RELATIONSHIPS – INTERNAL AND EXTERNAL
INTERNAL:
CONTACT
Finance & Admin
FREQ
As
required
Collection Officers
Daily or
more
frequently
As
Frequent contact if have a ‘Campaign’ (a set of accounts given
required
to Call Centre staff that receive identical action). To double
check the notes entered into the collection database and any
changes in the original agreement with debtor.
Call Centre staff
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REASON/PURPOSE OF THE CONTACT
Making contact in order to search for payments made by
debtor, to transfer from suspense account, and notifying of
on-line payments e.g. credit card
Transfer calls to another collector who is managing that
specific debt
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EXTERNAL:
CONTACT
Debtor
Debtor’s Next of kin,
work etc
Client
Field Agents
Courier
FREQ
Daily or
more
frequently
Daily
REASON/PURPOSE OF THE CONTACT
To obtain payment of the debt, or if full payment cannot be
made to obtain payment agreement.
Weekly
Weekly
To obtain further documents and/or clarification
Turn up at debtors location to confirm debtors location; to
establish payment arrangements; serving of documents
On-line track and trace to establish whether debtor is at
location
Liaise with courts to arrange for Employers to change details
for attachment orders. Notify Veda Advantage of changes in
default status e.g. debt paid in full
Weekly
Courts, WINZ, Veda
Contact to locate debtor
REPORTING – ORGANISATIONAL CHART:
ROLE EXPECTATIONS: COLLECTIONS
KEY RESPONSIBILITES
KEY ACCOUNTABLIITIES
Preliminary Checks
The details of new debtor accounts are checked for
accuracy, and updated as necessary.
Debt Management
The debtor accounts and workload is prioritised for
the upcoming month.
Sending out initial contact letters
First contact with debtors is established with a
Contact letter advising debtors that they have a
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debt that RML is collecting. Debtors are advised
that they need to make payment within 7 days.
Proactive contact with debtors
Any account that is unresolved is addressed by
using the most appropriate follow-up activity e.g.
phone, letter, email, text, Agent, or courier.
Phone calls:
During a phone call the demand for payment is
friendly but assertive. The debtor’s ability to pay
their debt is evaluated by analysing the financial
situation, as well as other important information is
picked out. The Collections Officer can use this
information to encourage payment in full, or as
necessary negotiate an appropriate payment
arrangement that the debtor can afford.
Sometimes the Collections Officer has to schedule
other times to contact the debtor again.
Handling disputes
To effectively deal with disputes or differences of
opinions (e.g. debtor may dispute debt balance and
so on).
Maintaining database
To ensure that the account notes covering all of the
interaction with the debtors is kept up to date and
accurate (may include address changes, scanned
letters and so on). Accounts are merged and/or
linked.
Dealing with Client
On occasion the Collection Officer may be required
to contact the Client to gain further documents and
to obtain clarification of information.
Monitoring Progress
Each account is periodically monitored to ensure
that all commitments are being met by the debtors.
Reactive contact with debtors
Responding to phone calls and emails and any
communication.
Tracing
To go through a systematic process of finding
debtors whose whereabouts are unknown. If
trace is unsuccessful and fits certain criteria the
account is sent to the Tracing department.
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ROLE EXPECTATIONS: REACHING INDIVIDUAL ACTIVITY AND RESULT TARGETS
KEY RESPONSIBILITES
KEY ACCOUNTABLIITIES
Reaching Individual Activity and Result
Targets
The Collection Officer is expected to meet or
exceed the assigned Individual Activity and Result
targets.
ROLE EXPECTATIONS: COMPLIANCE
KEY RESPONSIBILITES
KEY ACCOUNTABLIITIES
Company’s Policies
Compliance with company Code of Conduct,
policies and quality procedures
Legislation
Privacy Act:
Does not disclose information to others and
respects confidentiality of sensitive information;
No complaints are made to the Privacy
Commissioner
Disputes and Complaints
Keep Team Leader and/or Manager informed of
disputes and actions that could possibly affect the
brand of the client or RML
Identify complaints and escalate them immediately
to Team Leader and/or Manager
Health and Safety
Notify your Team Leader/Manager of any hazards
by utilising the ‘Hazard Identification sheet’
Notify your Team Leader/Manager of any accident,
incident or near miss and complete the ‘Accident
Incident and Investigation form’
Uses OFI (Opportunity for Improvement) for
identifying procedural improvements relating to
Health and Safety
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ROLE EXPECTATIONS: KEY BEHAVIOUR COMPETENCIES
COMPETENCY
TEAM PARTICIPATION
BEHAVIOUR INDICATORS
 Supports and assists team members by
lending a hand as appropriate
 Assist in the integration of new starters into
the role and the office environment
 Can focus on team as well as individual goals
 Attends and contributes to staff meetings
 Contributes to a harmonious team
environment by acknowledging differences
of opinion
 Recommends to team leader and Managers
changes to practices where efficiencies and
effectiveness can be improved
 Proactively shares knowledge
PERSONAL EFFECTIVENESS
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COMMUNICATION AND BUILDING
RELATIONSHIPS
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ADAPTABLITY
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Has tenacity in meeting targets
Takes responsibility for effectiveness and
timely completion of own work
Good general administration, planning,
organising, time management skills and the
ability to prioritise
Positively accept advice, assistance and
coaching from team leader and /or Manager
to improve
Maintains attention to detail and accuracy in
work
Good attendance
Communicates clearly and concisely both
verbally and in written form – all letters and
emails professionally worded with correct
punctuation and grammar
Assists with customer queries accurately and
promptly, in a professional and courteous
manner
Works effectively with a wide range of
people
Listens to understand
Uses plain language when communicating
and non-discriminatory language
Has a good telephone manner
Is resilient and maintains a consistent
positive attitude when challenged
Remain calm and professional during conflict
and dispute resolution.
Works effectively under pressure
Ability to learn new systems
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INTEGRITY
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DECISION MAKING
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NEGOTIATION
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Behaves in a fair, honest, consistent and
ethical manner
Honours work commitments
Respects confidentiality of sensitive
information
If there is a conflict of interest the account is
referred to the Manager
Is capable of working with and addressing
issues in a logical manner to produce
outcome and decisions that are sound and
balanced
Thinks laterally and is committed to finding
solutions
Being assertive, influential and persuasive
when necessary
Ability to manage the conversation
Is firm but fair when dealing with debtors on
the phone
KEY TECHNICAL COMPETENCIES:
The following list details the Technical skills and the minimum level required to undertake the
Collection Officer role:
COMPETENCY
Using spreadsheet
Using Outlook
Office word
Internet
In-house computer system
Telephony system
Computer/keyboard/data entry skills
TECHNICAL INDICATORS
 Basic level
 Intermediate
 Intermediate
 Intemediate
 Ability to learn a new system and to enter
data accurately
 Basic
 basic
EDUCATION/EXPERIENCE/KNOWLEDGE:
The following list provides examples of the type of Education, Experience and Knowledge that is
considered ‘desirable’ for undertaking the Collections Officer role:
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Secondary education
Life skills – the confidence and ability to relate to people from varied circumstances
Awareness of financial services
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Knowledge of credit industry and legal processes and application in a debt recovery environment
Call centre work experience
Credit management experience
This Position Description in no way states or implies that these are the only duties to be performed
by the employee. He or she will be required to follow any other instruction and to perform any
other duties as requested by his or her Manager.
Signed:
Employee: …………………………………………………………………………………… (date)
Manager: ……………………………………………………………………………………. (date)
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