Collections Strategist

4 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $120,000
Business Analyst Collection Specialist

Job Description:

We are seeking an experienced Business Analyst to join our team as a Collection Specialist. In this role, you will be responsible for handling complex issues and inquiries, assisting the Collections Manager with mentoring and ongoing team support, managing a portfolio with effective debt collection strategies, prioritizing daily tasks to reduce debts, prevent churn, and mitigate risk.

Key Responsibilities:

  • Handle customer complaints with a focus on minimizing escalations, negotiating amicable outcomes, and preserving the customer experience.
  • Drive quality and compliance by managing the Quality Framework across all portfolios, ensuring disputes and collections are handled efficiently and standards are met.
  • Proven experience in collections or customer-facing roles within the telecommunications, banking, or utility industries, with knowledge of collections and debt recovery processes.
  • Expertise in high-risk dispute management, quality assurance in high-volume collections environments, and advanced written and verbal communication skills, including negotiation and problem-solving under pressure.
  • Experience with credit, billing, and collection system transformation programs, detailed knowledge of default listing processes, and strong Excel skills.

Requirements:

To be successful in this role, you will need:

  • 3+ years of experience in collections or customer-facing roles.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to work effectively in a team environment.
  • Knowledge of Optus collections and debt recovery processes.

Benefits:

  • Flexible working arrangements (3 days in the office, 2 days remote).
  • Inclusive paid parental leave.
  • Access to resources and webinars for professional development.
  • Opportunities for career growth and advancement.

What We Offer:

At [Company], we offer a dynamic and supportive work environment that fosters collaboration, innovation, and growth. As a Collection Specialist, you will have the opportunity to make a real impact on our customers' lives while developing your skills and expertise in a fast-paced and challenging environment.

About Us:

[Company] is a leading provider of telecommunications services in Australia. We are committed to delivering exceptional customer experiences and innovative solutions that meet the evolving needs of our customers.

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