Financial Assistance Associate

• Analytical mindset to assess and manage customer requests for financial hardship assistance

• Work in a tight-knit team that provides customer-centric solutions

• Hybrid work arrangement, where we work 2 days a week in our Circular Quay office

Start your adventure with Zip

Our Financial Assistance team is responsible for reviewing customer requests for financial hardship assistance and managing the end-to-end process while building strong relationships with our customers. The team adopts a customer-centric approach by displaying empathy and providing viable options tailored to customers' needs.

If you're excited at the prospect of developing your collaborative, analytical and communication skill sets in addition to working with one of the biggest pioneers in Fintech, Zip is the perfect home for you.

Cool stuff you’ll be working on

Reporting directly to the Financial Assistance Team Leader, you'll be:

• Be operating in a fast-paced, high-volume environment and client-centric culture

• Liaising directly with customers and assisting their account enquiries

• Managing internal ticket enquiries

• Assessment and end-to-end financial hardship assistance

• Responding to inbound collections queries

• Payment allocations

• Processing and managing incoming cheques

• Managing third party relationships

• Assessing and processing lock release requests

• Providing customers with solutions to their queries; educating them to prevent future arrears

• Assisting and supporting the Collections Team as required

• Resilient, empathetic, collaborative, detail-oriented, and self-motivated with excellent organisational, time and project management skills

What you'll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• Experience in a high-volume environment is highly regarded

• Sound verbal and written communication skills

• The ability to effectively prioritise, manage deadlines, work autonomously and understand new ideas and concepts quickly

• Highly organised and detail-orientated with focus on time management.

• Ability to understand business needs, consistently meet expectations and respond promptly and professionally to business requests or inquiries, seeking guidance as appropriate

• Office experience preferable but not essential

• A mindset that embraces AI and new tools to adapt, learn and grow.

• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.

• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days

• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers

• Family support policies including miscarriage bereavement leave and domestic violence leave

• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass

• 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year

• Fee-free Zip products, and discounts with Zip merchant partners (AU)

• Team social events, epic offices, free breakfast daily, and weekly free lunches

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

#LI-Hybrid