Customer Experience Strategist US

3 days ago

Saint Leonards, Victoria, Australia InDebted Full time

We are seeking a highly skilled Cash Flow Manager to join our team at InDebted. This role offers a unique opportunity to work in a fast-paced environment and contribute to the growth of the company.

The successful candidate will be responsible for managing and overseeing the collection of outstanding accounts receivable from customers on our core business platform. This involves working closely with team members and customers to ensure timely payment of early and late stage delinquencies with a focus on debt buyer and BNPL products.

A key aspect of this role is mentoring junior collection agents and supporting the Collections Manager in optimizing collection processes. If you thrive in a dynamic environment, see challenges as opportunities to innovate, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Main Responsibilities:
  • Utilize a combination of analog and digital outbound tools to engage customers via telecommunications and assist them in taking the first step on their path to financial fitness by resolving past due accounts.
  • Analyze customers' concerns situation by understanding why they are engaging with us,
  • Acknowledge customer's situation, clarify any issues, propose solutions, explain the best solution to solve the problem and if necessary, follow up to ensure resolution
  • Compliance with numerous applicable laws, regulations, policies and procedures
  • Meet and exceed performance indicators equivalent to $60,000 annual fees, and to display consistent engagement in our InDebted Core Values, Mission and Vision
  • All other duties as assigned to the role
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 in order to interact clearly and concisely with customers with the aim of providing world-class customer service experience and resolving their situation
  • Excellent negotiation skills focused on maximising recoveries in both early and late delinquency stages
  • Demonstrated ability to achieve and exceed scorecard target
  • Ability to Work Remotely: Demonstrate the capability 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
  • Highly dependable and flexible. This role will be required to cover eight hour shifts Can navigate thru web-based toolsExperience working in a fast-paced team environment Self-motivated and resourceful Demonstrated ability to achieve and exceed scorecard targets
  • Can navigate thru web-based tools
  • Experience working in a fast-paced team environment
  • Self-motivated and resourceful
  • A Customer experience specialist working remotely is expected to handle customer queries and fulfill any necessary duties related to resolving customer queries, in line with process
Nice to Have:
  • Experience with accounts receivable in buy now, pay later space is a plus.
  • Prior leadership or mentorship roles are a plus.
  • Experience with Livevox dialling platform.

Our benefits - We offer a range of perks and rewards to support our employees in achieving their goals. As a valued member of our team, you can expect:

  • Adaptive working - We're a remote-first team, with office hubs in Australia, the United Kingdom, and the United States, allowing you to work flexibly and maintain a healthy work-life balance.
  • Flexible schedules - Our global team operates across time zones, so we provide flexible working arrangements to accommodate different needs.
  • Flexible paid leave - Our trust-based leave model means you have the freedom to choose how much leave you take and when.
  • Remote work set-up - You'll receive an allowance to create a productive workspace that suits your needs.
  • Work from anywhere scheme - You can take short-term assignments abroad (up to 4 months) while maintaining some overlap with your team.
  • Gender-neutral parental leave - All new parents receive 16 weeks of paid leave.

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