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Customer Engagement Specialist

2 months ago

Perth, Western Australia Course Full time
About the Role

We are seeking a highly motivated and empathetic individual to join our team as a Customer Engagement Specialist. As a key member of our Collections and Hardship department, you will play a crucial role in helping customers who are experiencing financial difficulties.

Key Responsibilities
  • Successfully answer calls presented via an automated dialler system with the objective of achieving set Recovery Performance Credits (RPCs) and successful payment outcomes.
  • Negotiate and approve repayment arrangements suitable to mitigate continued or further delinquency.
  • Identify customers experiencing financial difficulty that require a different payment treatment and provide them with relevant information.
  • Utilise key techniques in gaining commitment to make payment through following the Early Customer Engagement call Model.
  • Competence in the collections process on all arrears products.
  • Perform manual searches of customers in arrears when required.
  • Display the Group's core vision and values.
  • Identifying and updating details to ensure accuracy of all Customer information.
About You

We are looking for someone who is highly motivated, empathetic and resilient, with strong negotiation skills to achieve mutually agreeable outcomes. You will demonstrate effective listening skills, with clear and concise communication skills. You will have a drive to reach and exceed expectations and enjoy working within a fast-paced, high-energy environment.

What We Offer

We offer great opportunities for development and growth within the organisation. Whether you want to move across the organisation or up into higher leadership roles, the way you live the values and demonstrate the people capabilities are key.