Customer Experience Collections Lead

2 months ago

Sydney, Australia InDebted Full time

Customer Experience Collections Lead

**About InDebted**

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

**Summary Description**:
As a Customer Experience Collections Lead, you will play a pivotal role in developing and optimising our agent-led collections operations across both digital and voice channels on a global scale. This role demands a strong focus on driving collection performance, enhancing operational efficiency, and elevating customer satisfaction. You will be responsible for overseeing negotiations and payment scripting, ensuring compliance, and facilitating effective training programs for agents and team leaders.

If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something exceptional and revolutionise the world of debt recovery for good, and delight in the growth and success of your team, then this is the perfect opportunity for you.

**Duties and Responsibilities**:
- Oversee the development and growth of InDebted agent-led collections processes, across both digital and voice channels, optimising collections performance for all regions.
- Partner with Head of Customer Experience, Data and Client Success to work on resourcing forecasts to determine resourcing needs.
- Partner with Customer Experience teams to set the hiring standards, prerequisites and hiring process to ensure we hire the best talent for voice collections effectiveness.
- Drive collection performance by ensuring agents meet or exceed targets.
- Develop negotiations and payment scripting and ensure compliance with voice and digital negotiations (including AI tools).
- Develop collections effectiveness training including overcoming stalls and objections, and negotiating optimal payment outcomes across all channels.
- Facilitate collections effectiveness training across agents and team leaders.
- Develop collections effectiveness reviews framework.
- Manage stakeholder relationships, ensuring all processes align with business goals and customer service standards.
- Support continuous improvement in collections processes, integrating new technologies and strategies.

**Experience & Skills**:
- **Collections Expertise**:Strong background in voice and digital debt collection.
- **Stakeholder Management**: Ability to work with internal and external stakeholders to optimize collections.
- **Process Design**: Skilled in designing and optimizing collections workflows.
- **AI and Digital Tools**: Understanding of AI-based negotiation tools and digital debt recovery strategies.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- A customer-centric mindset with a strong focus on improving customer satisfaction levels.
- Strong initiative and ability to adapt to new projects and suggest process improvements.
- Computer literate with proficiency in Google suite and willingness to learn and embrace new systems.
- Strong self-organization, decision making and analytical abilities.
- Creative problem solving skills.
- Strong detail orientation.

**What does success look like in the next 6 - 12 months for this role?**- Refine and monitor voice and digital collection strategies, ensuring alignment with overall goals.
- Collaborate with data, customer teams, and leaders to achieve optimal outcomes.
- Build and maintain effective, ethical practices focused on customer needs.
- Streamline processes for agents, enhance training, and onboard new agents to meet demand.
- Continuously adjust strategy to fit current and new market requirements, ensuring compliance and alignment with company objectives.

**Our benefits**

**Adaptive working** - We're a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

**Flexible schedules - **As a global team working across timezones, we offer flexible working schedules to ensure you're able to balance work and life

**Flexible paid leave - **Our trust-based leave model isn't capped by standard entitlements. This means you can choose how much leave you

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