Te Whiwhinga mahi | The Opportunity As a Credit and Performance Specialist, you’ll help our Credit and 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. 
