Customer Service and Collections Manager

3 weeks ago

Chullora, Australia Volkswagen Financial Services Australia Full time

**Customer Service and Collections Manager**:
**Job Details**

We are currently looking for an experienced Customer Service & Collections Manager to join our Dealer and Customer Service Team.

This role is responsible for leading the Customer Service and Collections Teams as well as providing coaching to Team Leaders whilst ensuring exceptional customer service and professional responses are provided in line with VWFS Policies.

This role is also responsible for identifying and implementing process improvements in the Customer Service and Collections Team and ensuring employees are provided with suitable training.

**Roles and Responsibilities**:

- Work with the Project Team to implement and manage technology improvements within the Collections and Customer Services Teams
- Review and recommend changes to pricing structure, KPI's, and third party suppliers, focusing on Collections outsourcing, Customer Service overflow, and Mercantile agents
- Review and update current workflow process maps. Ensure these are followed by staff and cater for regulatory requirements
- Prepare monthly write off reports for approval by the Head of Operations and MD's as well as monthly management reports for updates on all KPIs and targets
- Identify trends accurately, and devise appropriate actions to minimise impact on VWFS
- Provide coaching to Team Leaders
- Monitor customer call analytics
- Streamline processes across the Customer Service and Collections
- Deal with and resolve escalated customer complaints
- Analyse reports showing delinquency rates on loans, repossessions and potential losses ensuring actions are implemented when appropriate
- Tertiary qualifications in Finance (desirable)
- Experience in Financial Services or Automotive Finance is essential
- Strong knowledge and demonstrated experience working in a regulatory environment
- 5 years' experience in Customer Service and Collections
- Project management experience
- Proven ability to lead and develop teams
- Strong negotiation and influencing skills
- Excellent verbal and written communication skills
- High levels of Emotional Intelligence and ability to modify style of customer experience
- Flexibility and agility
- Resilience
- Ability to think and act strategically

When you join VWFSA you become part of a professional and dynamic team structure that is the foundation for the company's current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand. If you meet the above criteria and would like to join our team click APPLY NOW

Please note that you will be required to undergo a police check as a condition of your employment.

**Location**
- 24 Muir Road Chullora 2190

**Category**
- Permanent

**Work Type**
- Full time

**Video**

**Applications Close On**
- 31/03/2023 at 12:00 AM

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