Customer Experience and Debt Resolution Specialist

1 week ago

Saint Leonards, Victoria, Australia InDebted Full time

We are seeking a highly skilled Customer Experience and Debt Resolution Specialist to join our team at InDebted, a leading provider of debt resolution solutions.

Company Overview

InDebted is a rapidly growing organization with over 300 employees worldwide. We are backed by leading investors and have completed our Series C funding round. Our mission is to provide innovative debt resolution solutions that prioritize customer experience and outcomes.

Job Description

As a Customer Experience and Debt Resolution Specialist, you will play a critical role in managing and collecting outstanding accounts receivable from customers on our core business platform. You will work closely with team members and customers to ensure timely payment of early and late stage delinquencies, focusing on debt buyer and BNPL products.

Responsibilities:
  • Utilize a combination of analog and digital outbound tools to engage customers via telecommunications and assist them in resolving past due accounts.
  • Analyze customers' concerns and understand why they are engaging with us.
  • Acknowledge customer's situation, clarify any issues, propose solutions, explain the best solution to solve the problem, and follow up to ensure resolution.
  • Comply with numerous applicable laws, regulations, policies, and procedures.
  • Meet and exceed performance indicators equivalent to annual fees and display consistent engagement in our InDebted Core Values, Mission, and Vision.
Requirements:
  • Minimum of 5 years experience on accounts receivable product(s).
  • Proven track record of successfully managing and collecting delinquent accounts.
  • Excellent written and verbal communication skills to interact clearly and concisely with customers and provide world-class customer service experience.
  • Excellent negotiation skills focused on maximizing recoveries in both early and late delinquency stages.
  • Demonstrated ability to achieve and exceed scorecard targets.
  • Ability to work effectively in a remote setting and ensure a dedicated and professional workspace conducive to productivity.
  • Ability to express empathy when needed with the customer combined with a results-oriented approach.
Salary and Benefits

The estimated salary for this position is $85,000 - $105,000 per annum, depending on location and experience. Additionally, we offer a range of benefits, including adaptive working arrangements, flexible schedules, flexible paid leave, remote work setup, work-from-anywhere scheme, and gender-neutral parental leave.

We believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

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