Relationship Support Manager jobs

Job no: 495267
Work type: Full-time
Location: NZ - Auckland
Categories: Collections, Customer Service & Call Centre

• Auckland CBD location, a short walk from Waitematā Station and local shops and eateries
• Full-time role, Monday to Friday schedule – no weekends!
• Hybrid WFH flexibility for work-life balance
• No collections experience required! Supportive training, coaching and career progression opportunities

About your new role
As a Customer Relationship Manager, you’ll be on the frontline making outbound calls to locate and re-establish contact with customers in regards to their overdue accounts on behalf of our clients and negotiate repayment solutions tailored to their circumstances. With award-winning training, a collaborative team and career progression opportunities, you’ll gain valuable skills to build a long-term career in financial services.

What your new job involves

• Manage overdue accounts on behalf of leading New Zealand institutions
• Make and receive a high volume of calls
• Using databases and tools to locate and re-establish contact with customers
• Build trust and rapport while negotiating sustainable repayment solutions
• Handle objections and create positive outcomes for all parties
• Maintain adherence to industry regulations and compliance frameworks

What we can offer you!

• Competitive salary as entry level
• Hybrid work flexibility considered after 3 months (3 days office, 2 days WFH)
• Paid training + ongoing coaching and career progression pathways
• Discounts and perks via our employee benefits platform
• Health and wellbeing initiatives (24hr support with our EAP and more!)
• Breakfast and fresh fruit in the office
• Paid volunteer days + option to purchase extra annual leave
• Regular team events + ‘Dress for Your Day’ culture

Who you are
We don’t need you to have collections experience, most of our leaders started in this role! What matters most is your drive and ability to connect with people. You may have experience in call centres, retail, hospitality, sales, customer service or any role where communication and resilience are key.

• Excellent communication skills (verbal & written)
• Persistence and resilience in challenging conversations
• Natural flair for problem-solving
• Confidence with basic computer systems
• Share a passion for results in a fast-paced, target driven environment
• A willingness to learn, take feedback and grow

Essential: This is a permanent full-time (40 hours) position. Our Contact Centre operates from 7:30 am to 7:00 pm, Monday to Friday, and your roster will be scheduled within these hours.

• Must have work from home capability

Collection House is one of New Zealand's largest and most respected end-to-end receivables management companies and a part of Credit Corp Group. With over 2000 staff across multiple locations in Australia, New Zealand, Philippines, the UK and USA. We work closely with regulators to provide sustainable financial solutions with the objective of improving our customers’ circumstances as a pathway to mainstream financial inclusion.

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders, and the community. We are committed to our inclusive and diverse workplace through attracting and retaining a workforce that reflects the community. We encourage applications from all culturally diverse backgrounds.