Collections Officer - Late Arrears

Are you ready to make a real impact in people’s lives while protecting business outcomes? At Avanti Finance, we’re looking for a compassionate yet commercially-minded Collections Officer to join our Late Collections team on a 12-month fixed term contract.

This is more than just a collections role - it’s an opportunity to help customers navigate financial hardship with empathy, integrity, and professionalism.

What You’ll Be Doing

• Monitor and manage a high volume of delinquent accounts, identifying payment patterns and assessing risk.
• Proactively reach out to customers via inbound and outbound calls to discuss repayment options and resolve outstanding accounts.
• Collaborate with customers to create tailored, sustainable repayment solutions, including settlements and hardship arrangements.
• Handle difficult conversations with empathy and persistence, always adhering to debt collection laws and Commerce Commission guidelines.
• Support customers in re-establishing regular payment patterns while achieving business recovery goals
• Initiate debt recovery actions when necessary, always minimising impact on both customers and the business
• Work alongside a supportive collections team that values customer care and collective success
• Contribute to a positive, solutions-driven culture where everyone's input matters
• Maintain accurate records of all communications and actions, ensuring compliance and clear reporting to management
• Identify early warning signs of repayment difficulty and act swiftly to prevent escalation.

What We’re Looking For

• Previous experience in collections, credit control, or contact centre environments is essential. Late-stage arrears experience is a strong advantage.
• Exceptional verbal and written communication skills, with the ability to build trust and handle challenging conversations.
• Strong analytical skills to assess individual situations and develop practical, compliant solutions.
• Solid understanding of financial regulations, the Privacy Act, CCCFA, and Responsible Lending Code.
• Meticulous record-keeping and data entry skills.
• Ability to stay calm and focused under pressure and in emotionally charged situations.
• Proficiency in Microsoft Office; experience with collections systems is a bonus.

What's in it for me?

Within the Avanti Finance Group, you can look forward to flexible and hybrid working as we offer up to two days working from home following your initial training period. We give back to our communities through our support of Duffy Books, and by offering an Annual Volunteer Day for you to use for a purpose that's close to your heart. We believe in celebrating diversity, and we also celebrate talent and development by working with you through an established capability framework that puts you in the driving seat of your development while achieving business goals. You won't find a gender pay gap here, as we have great remuneration packages but as we all know there's more to an awesome job than the money. If you are happy and fulfilling your potential, while feeling supported, valued and empowered, then that’s a win for us! Fresh fruit, Healthy Food Guide Memberships, and increased Kiwisaver match is there for you to feel good from the inside out.