Business Collections Team Leader

1 week ago

Cremorne, Victoria, Australia AGL Energy Full time

Join the change. Together, we'll make history.

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it's an exciting time to be at AGL. We're re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You'll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

An exciting opportunity to join the Business Collections team has become available. As a Business Collections Lead, you will provide leadership to a team of credit specialists & collections officers to resolve aged debtors effectively and compliantly within the business collections portfolio. The Business Collections Lead will also provide coaching and support for the team around meeting agreed targets to support positive commercial outcomes for AGL whilst maintaining customer experience.

The Business Collections team is responsible for managing & optimising high value & highly aged debt collections across AGL's most indebted residential customers. The team ultimately aims to identify opportunities to resolve customer indebtedness upstream and improve customer engagement in the collection's lifecycle.

About you'll be doing:

  • Execute the Customer Collections strategy to effectively manage debtors with the view to:
    o Maximise cash flow
    o Deliver on the customer experience
    o Minimise AGL's exposure to risk – particularly Bad & Doubtful Debts
  • Develop and monitor performance metrics for the team including customer collections, aged debt and customer service metrics for all customer segments
  • Ensure the Customer Collections team is appropriately resourced, trained and performs to agreed KPI's
  • Develop and own internal and external escalation strategy that works closely with Disputes, Customer Service and Commercial Services to ensure timely resolution of escalated customer issues and complaints

What you'll bring:

  • Strong coaching and sound negotiating and influencing skills
  • Self-motivated and outcome oriented, leading primarily by personal example with drive and performance, but at the same time having the ability to delegate effectively
  • Ability to get strong commercial outcomes while managing customer experience
  • Strong effective proven Credit Risk Analysis skills
  • Strong and proven strategic and conceptual skills
  • Proven capabilities within the legal, dispute and insolvency space

If you are interested in this role, please submit your application by 6th June.

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:

AGL is a Circle Back Initiative employer - we commit to respond to every applicant.

Location:

MELBOURNE VIC 3000

Job Family Group:

Credit

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