Customer Experience Specialist

1 week ago

Newcastle, New South Wales, Australia beBeeCustomerSupport Full time $62,000 - $86,000

Job Summary:

We are seeking a professional to undertake collection actions and identify, assess, and treat vulnerable customers in accordance with our policies, procedures, and account assistance support programs.

This role involves conducting customer engagement and sensitive negotiation through various communication channels, monitoring adherence to payment plans in accordance with business rules.

The successful candidate will coordinate debt recovery actions with internal and external stakeholders, including debt recovery agencies.

In addition, the incumbent will focus on continuous improvement within their area of responsibility and support the team to strive for innovative, customer-focused initiatives.

Maintaining timely and accurate records of customer contacts and actions taken in relevant systems is also an essential part of this role.

About This Role:

  • Undertake collection actions and identify, assess, and treat vulnerable customers in accordance with our policies, procedures, and account assistance support programs.
  • Conduct customer engagement and sensitive negotiation through various communication channels, monitoring adherence to payment plans in accordance with business rules.
  • Coordinate debt recovery actions with internal and external stakeholders, including debt recovery agencies.
  • Identify and assess vulnerable customers, providing appropriate support to ensure they remain connected.
  • Foster a culture of innovation and collaboration within the team.

Key Responsibilities:

  • Demonstrated knowledge and experience of debt collection processes and vulnerable customer support, associated policies, and procedures.
  • Applied experience in debt collection and recovery of outstanding monies, including outbound calling.
  • Ability to interact compassionately and effectively with people in a wide range of circumstances.
  • Proven experience in a customer service environment.
  • Proficient in using computer programs such as MS Word, MS Excel, and MS Outlook, and Teams.
  • A valid Class C Driver's Licence.

Benefits:

This role offers a unique opportunity to work with a dynamic team and contribute to the development of innovative solutions that improve customer outcomes.

Additionally, the successful candidate will have access to ongoing training and development opportunities to enhance their skills and knowledge.

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