Collections Officer

About Genesis and the Role

Genesis prides itself on a culture of care, support, and inclusivity where team members feel valued and empowered to thrive. Whether starting fresh or bringing seasoned expertise, this role offers a supportive and collaborative workplace focused on wellbeing and belonging.

Key Responsibilities

• Proactively manage overdue Enterprise customer accounts via phone, email, and written communication.
• Collaborate with Account Managers to analyze the root causes of arrears and determine the most effective resolutions.
• Negotiate payment plans and advise on suitable recovery measures when necessary.
• Prepare receivables reports with insights on outstanding accounts and payment arrangements.
• Foster effective relationships with internal teams to resolve payment challenges and encourage positive customer outcomes.
• Identify and recommend improvements to the collections process and operational methods.

Candidate Profile

The ideal candidate will be a confident communicator who enjoys problem-solving and maintaining positive relationships. Comfort in sensitive discussions is required, along with a focus on balancing customer needs and business goals.

• Minimum two years of experience in collections, credit control, credit recovery, or related fields.
• Excellent communication skills with the ability to influence, negotiate, and assert when appropriate.
• Detail-oriented and adept at juggling multiple priorities effectively.
• Customer-oriented with a strong aptitude for solving complex problems.
• Capable of working collaboratively across departments, cultivating trust and respect.
• Proactive mindset with an appetite for continuous improvement.
• Experience in the energy sector or a contact center environment is advantageous but not essential.

Benefits and Culture

• Access to Southern Cross medical insurance plus life, trauma, and income protection coverage.
• Discounts on electricity and gas, alongside additional 20 Power Shout hours annually.
• Up to 4% employer KiwiSaver matching or 3% participation with company GenSaver allowance.
• Flexible work arrangements and leave policies supporting work-life balance.
• Annual wellbeing allowance and access to services such as Best Doctors for employees and their families.
• Opportunities for career progression and engagement within a supportive learning culture.

Genesis is committed to safety, inclusivity, equity, and diversity, ensuring that all employees can be their authentic selves in a supportive environment. The recruitment process is designed to be fair and accessible, welcoming candidates from diverse backgrounds and providing accommodations as needed.

Equal Opportunity Statement

Genesis embraces diversity and inclusion, strengthening innovation and creating a dynamic workplace for all team members.