Job Description
ZigZag is looking for a Collections Officer to join our team!
About the Role
We are seeking a proactive and empathetic Collections Officer to join our team. This role is central to our mission of supporting insurance brokers and their commercial clients by managing premium funding accounts and accounts receivable through our specialized funding platforms.
Unlike traditional high-volume debt collection, this role focuses on maintaining the trust-based relationships between brokers and their clients. You will be responsible for managing delinquent accounts and negotiating flexible repayment solutions, ensuring a “hassle-free” service experience that aligns with our reputation as a premium financial services provider.
Key Responsibilities
Portfolio Management: Proactively manage a portfolio of overdue premium funding contracts, ensuring timely recovery while maintaining high customer service standards.
Negotiation & Resolution: Contact clients via phone and digital channels to discuss outstanding balances. Negotiate realistic repayment plans and special arrangements that balance the client’s financial situation with our risk requirements.
Broker Collaboration: Act as a bridge between insurance brokers and their clients. Provide regular updates to brokers regarding their clients’ status to minimize any friction in their professional relationships.
System Utilization: Utilize our proprietary broker access systems and funding platforms to track payments, update loan statuses, and process endorsements or credits.
Hardship & Dispute Support: Identify clients experiencing genuine financial hardship and provide guidance on available options, ensuring compliance with industry regulations and best practices.
Payment Processing: Educate clients on our digital payment solutions and automated settlement options to facilitate seamless recovery.
Compliance & Accuracy: Maintain meticulous records of all communications. Ensure all collection activities adhere to the Privacy Act and Australian debt collection guidelines.
Required Skills & Experience
Experience: 2+ years of experience in credit control or collections, ideally within the Insurance, Premium Funding, or Commercial Finance sectors.
Communication: Exceptional verbal and written communication skills. You must be able to handle sensitive financial conversations with professionalism, empathy, and a solution-oriented mindset.
Negotiation: Proven ability to influence and negotiate outcomes that result in payment while retaining customer goodwill.
Technical Savvy: Proficiency in using CRM systems and financial software. Experience with insurance-specific platforms is highly regarded.
Regulatory Knowledge: Solid understanding of the Australian regulatory landscape regarding debt collection, privacy, and financial services.
Adaptability: Ability to thrive in a fast-paced environment where innovation and service excellence are prioritized.
ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.
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