Early Collections Officer

At the heart of this role is connection - you’ll be the trusted voice guiding customers back on track while building relationships that last.

Reporting to the Head of Customer Interactions, as an Early Collections Officer, you won’t just be making calls - you’ll be problem-solving, negotiating, and finding creative solutions that work for both the customer and the business. This is a dynamic role where your communication skills, empathy, and commercial savvy come together to deliver real impact.

In this role, you’ll:

• Manage inbound and outbound calls with professionalism, empathy, and energy
• Build trust-based relationships that leave customers feeling supported and understood
• Uncover the root causes of financial hardship and assess each customer’s ability to pay
• Negotiate and implement tailored payment solutions that are realistic and sustainable
• Monitor and adjust plans to keep customers on track while balancing business outcomes
• Maintain accurate, detailed records of every interaction - because the little things matter
• Collaborate with internal teams to share insights and ensure smooth handovers
• Strike the right balance between firmness and empathy, encouraging timely payment while respecting individual circumstances.

What you’ll bring:

• Previous experience in debt collection within the Australian market
• Strong communication skills with the ability to engage customers empathetically
• A knack for negotiation and guiding conversations toward positive outcomes
• Attention to detail and solid organisational skills to manage follow-ups and records
• Confidence working with numbers, systems, and software tools
• Independence and initiative, with a collaborative mindset
• A positive attitude and a genuine desire to help people

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.