Senior Collections Strategist

2 weeks ago

Saint Leonards, Victoria, Australia InDebted Full time
About Us

InDebted is a forward-thinking organisation that provides innovative solutions to support consumers through debt. We leverage technology and human expertise to deliver exceptional customer experiences.

Job Overview

We're seeking a Customer Experience Collections Lead to play a pivotal role in developing and optimising our agent-led collections operations across digital and voice channels globally. This role demands strong focus on driving collection performance, enhancing operational efficiency, and elevating customer satisfaction.

Key Responsibilities
  • Strategy Development: Oversee the growth of InDebted's agent-led collections processes, optimising collections performance for all regions.
  • Partnerships: Collaborate with the Head of Customer Experience, Data and Client Success to determine resourcing needs.
  • Talent Acquisition: Partner with Customer Experience teams to set hiring standards and prerequisites.
  • Collection Performance: Drive collection performance by ensuring agents meet or exceed targets.
  • Scripting and Training: Develop negotiations and payment scripting, ensuring compliance with voice and digital negotiations.
  • Stakeholder Management: Manage stakeholder relationships, ensuring all processes align with business goals and customer service standards.
  • Continuous Improvement: Support continuous improvement in collections processes, integrating new technologies and strategies.
Requirements
  • Collections Expertise: Strong background in voice and digital debt collection.
  • Stakeholder Management: Ability to work with internal and external stakeholders to optimise collections.
  • Process Design: Skilled in designing and optimising collections workflows.
  • AI and Digital Tools: Understanding of AI-based negotiation tools and digital debt recovery strategies.
  • Customer Focus: Customer-centric mindset with a strong focus on improving customer satisfaction levels.
  • Initiative and Adaptability: Strong initiative and ability to adapt to new projects and suggest process improvements.
  • Technical Skills: Computer literate with proficiency in Google suite and willingness to learn new systems.
What Success Looks 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.

InDebted is an equal opportunity employer that values diversity and inclusion. We're committed to creating a workplace where everyone can thrive.

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