Credit and Collections Performance Speciliast

Company Description

Te Tākinatanga - Our Story 

At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities.

We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working (mahi). Our ambition is simple: to leave Aotearoa better than we found it.

Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we touch lives to make life better.

Supporting customers through payment challenges is an important part of delivering great customer outcomes at Contact. As part of our Revenue Resilience and Performance team, this role helps us better understand customer behaviours, improve how we approach collections and recovery activity, and identify opportunities that support both customers and sustainable commercial performance.

This is mahi that blends insight, care and performance. You’ll help turn data into practical recommendations, support better decision making across the function, and contribute to a collections approach that remains customer-focused and effective.  

Job Description

Te Whiwhinga mahi | The Opportunity 

As a Credit and Collections Performance Specialist, you’ll help our Credit and Collections Performance team understand collections and recovery performance through analysis, reporting and insight-led recommendations. You’ll use data to identify trends, evaluate performance and support initiatives that improve customer engagement, operational effectiveness and revenue resilience.

Working closely with operational teams, analytics partners, external providers and internal stakeholders, you’ll support positive customer outcomes while contributing to sustainable commercial performance across residential and commercial customer portfolios.

Day-to-day, you will:

• Monitor collections, recovery and customer portfolio performance, identifying trends, risks and opportunities that help the team understand what is working and where improvements can be made.
• Prepare reporting, dashboards and performance insights that support operational and business decision making.
• Support the development and refinement of collections treatments, customer contact journeys and recovery activities, with a focus on effective and customer-aware outcomes.
• Analyse the effectiveness of customer communications and engagement approaches across multiple channels.
• Provide insights and recommendations that help improve customer and business outcomes, including through testing, analysis and continuous improvement activity.
• Support compliance with regulatory obligations, customer care standards and internal policies.
• Help identify emerging trends relating to customer payment behaviours, hardship and vulnerability.
• Support the monitoring and review of third-party collections and recovery partner performance.
• Contribute to projects, process improvements and technology initiatives that support team performance and customer outcomes.

Qualifications

Ko wai koe | About You   

You’ll bring curiosity, analytical thinking and a customer-focused mindset to work that has both people and performance at its centre. You’ll enjoy working with data, spotting patterns, asking good questions and turning information into recommendations that are clear, practical and useful.

You’re someone we’d love to see apply if you bring:

• Experience in collections, customer operations, data analysis, customer communications, revenue assurance or a related role (experience in utilities or financial services is an advantage, but not essential!).
• Strong analytical capability, including the ability to interpret data,