Crisis Intervention Specialist

2 weeks ago

Perth, Western Australia beBeeNegotiation Full time $72,000 - $84,000
Customer Engagement Specialist

Job Summary:

This is a key position where you will play a critical role in supporting customers with early stage arrears and providing short-term solutions to help them get back on track.

About the Role:

This is a Casual position requiring 16 hours per week (2 x 8 hour shifts with opportunity to bid for more hours, pending resource requirements). Availability is required during operating hours between 6am - 6pm AWST Monday to Friday. Training will be set hours (8 hours, Tuesday, Wednesday, Thursday) for 3 weeks in our office in Murray Street, Perth. Hybrid working will be available once competent in the role, with requirement to be in the office once a fortnight.

Key Responsibilities:

  1. Effectively manage client early stage arrears and work with customers to negotiate suitable payment arrangements.
  2. Achieve Return to Collection (RPC) and dollars recovered targets, focusing on minimizing credit losses for Credit Cards, Personal Loans and Housing Loans.
  3. Make outbound collections calls or inbound calls, identifying risks and issues that may impinge on the recovery process.
  4. Successfully answer calls presented via automated dialler system, achieving set RPCs and successful payment outcomes.
  5. Negotiate and approve repayment arrangements suitable to mitigate continued or further delinquency.
  6. Utilise key techniques in gaining commitment to make payment through following the Customer Engagement call Model.
  7. Display competence in the collections process on all arrears products.
  8. Perform manual searches of customers in arrears when required.
  9. Demonstrate Group's core vision and values.
  10. Identify and update details to ensure accuracy of all customer information.

Requirements:

Highly motivated, empathetic and resilient individual with strong negotiation skills to achieve mutually agreeable outcomes. Demonstrates effective listening skills, clear and concise communication skills, and drive to reach and exceed expectations.

Benefits:

We offer great opportunities for growth and development within the organisation. Whether you want to move across the organisation or up into higher leadership roles, we value living the company's values and demonstrating people capabilities.

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