Lead Collections Operations

5 days ago

Sydney, New South Wales, Australia beBeeCollections Full time $60,000 - $80,000
Job Title:

Customer Experience Collections Lead

About the Role:

We are seeking an experienced collections professional to lead our customer experience team. As a Customer Experience Collections Lead, you will be responsible for 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 oversee negotiations and payment scripting, ensure compliance, and facilitate effective training programs for agents and team leaders.

Key Responsibilities:
  1. Oversee the development and growth of InDebted agent-led collections processes, across both digital and voice channels, optimising collections performance for all regions.
  2. Partner with Head of Customer Experience, Data and Client Success to work on resourcing forecasts to determine resourcing needs.
  3. Drive collection performance by ensuring agents meet or exceed targets.
  4. Develop negotiations and payment scripting and ensure compliance with voice and digital negotiations (including AI tools).
  5. Manage stakeholder relationships, ensuring all processes align with business goals and customer service standards.
Required Skills and Qualifications:
  • 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.
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.

Trust based leave model: Our trust-based leave model isn't capped by standard entitlements. This means you can choose how much leave you need.

What Does Success Look Like?

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.

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