Job Overview

Our client is seeking a professional and empathetic Customer Service Consultant (Credit & Collections) to manage a clean portfolio of creditworthy customers (primarily homeowners with strong credit scores). In this full-time remote role, you will manage early collections (pre-30 day arrears) and general inquiries for both secured vehicle finance and unsecured lending products. This is a balanced, hybrid position requiring you to float seamlessly between inbound customer service and structured collections outreach. If you possess a confident, professional phone manner and excel at guiding sensitive financial conversations toward positive solutions, this role offers an established environment with comprehensive training and long-term growth potential.

Schedule

• Monday - Friday, 8:30 AM - 5:30 PM NZST (New Zealand Standard Time) Note: Includes a 1-hour unpaid break and two 15-minute paid breaks (40 hours per week).

Responsibilities

• Inbound Customer Support: Handle general inquiries including address changes, account updates, document requests, and routing complex issues (like loan top-ups) to specialized departments.
• Early Collections Outreach: Conduct 15–20 high-touch, in-depth collections calls per day for accounts in pre-30 day arrears, navigating a total of 30–40 customer interactions daily.
• Payment Rehabilitation: Contact customers regarding dishonored payments, establish sustainable payment plans, and implement effective account rehabilitation strategies.
• Sequence Execution: Follow established workflows to send structured communications, including text messages, emails, voicemails, and arrears reminder letters.
• Operational Agility: Float dynamically between customer service and collections queues based on seasonal business demands (such as peak Christmas/New Year periods).
• Data Integrity: Maintain meticulous, accurate logs of all customer interactions, account statuses, and binding payment arrangements within the CRM.

Requirements

• Collections Expertise: Prior experience in collections is required, with a specific focus on early collections or pre-30 day arrears.
• Customer Service Foundation: Solid background in phone-based customer service with an excellent, professional telephone manner.
• Financial Communication: Strong communication skills equipped to navigate sensitive financial conversations with empathy and assertiveness.
• Technical Literacy: Proficiency working within modern CRM systems and general administrative computer applications.
• Adaptability: Ability to think quickly during real-time customer interactions and adapt to shifting daily queues.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Qualifications

• Experience within consumer lending, automotive finance, or banking sectors is highly regarded.
• Ability to remain calm, resilient, and solution-focused during high-volume seasonal periods.
• Reliable high-speed internet connection and a dedicated, quiet workspace for handling confidential financial data.

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.