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Saint Leonards, Victoria, Australia InDebted Full timeCompany OverviewInDebted is a pioneering organization that provides innovative solutions to support consumers in managing their debt. With a strong focus on technology and human touch, we strive to create a positive experience for our customers while ensuring compliance with regulatory requirements.
Delivering Exceptional Customer Outcomes in Debt Resolution
1 month ago
InDebted is a pioneering debt resolution company that combines technology with a human touch to transform the way consumers manage overdue accounts. Our mission is to champion positive customer experiences and make a lasting impact on the world of consumer debt.
We are a rapidly expanding organization, having recently secured Series C funding, backed by leading investors such as Airtree. This exciting period of growth presents a unique opportunity to join our team and contribute to shaping the future of debt resolution.
As a key member of our Customer function, you will play a critical role in delivering remarkable customer outcomes that drive business growth. Your expertise will be invaluable in ensuring a positive end-to-end customer journey, fostering loyalty, retention, and brand advocacy.
This role involves managing and overseeing the collection of outstanding accounts receivable from customers on our core business platform. You will work 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. Additionally, you will mentor junior collection agents and support the Collections Manager in optimizing collection processes.
Duties and Responsibilities:
- Customer Engagement: Utilize analog and digital outbound tools to engage customers via telecommunications and assist them in resolving past due accounts.
- Critical Thinking: Analyze customers' concerns and propose solutions to address their issues.
- Communication Skills: Clearly communicate with customers, acknowledging their situation, clarifying any issues, and explaining the best solution to solve the problem.
- Compliance: Ensure compliance with numerous applicable laws, regulations, policies, and procedures.
- Performance Indicators: Meet and exceed performance indicators equivalent to annual fees, while consistently demonstrating engagement in our InDebted Core Values, Mission, and Vision.
- Experience: Minimum 5 years of experience in accounts receivable product(s).
- Proven Track Record: Proven track record of successfully managing and collecting delinquent accounts.
- Excellent Communication Skills: Excellent written and verbal communication skills to interact clearly and concisely with customers.
- Negotiation Skills: Excellent negotiation skills focused on maximizing recoveries in both early and late delinquency stages.
- Achievement: Demonstrated ability to achieve and exceed scorecard targets.
- Remote Work: Ability to work effectively in a remote setting and maintain a dedicated and professional workspace conducive to productivity.
- Empathy and Results Orientation: Ability to express empathy when needed with the customer combined with a results-oriented approach.
- Dependability and Flexibility: Highly dependable and flexible, with the ability to cover eight hour shifts.
- Competitive Salary: AUD $80,000 - AUD $100,000 per annum, depending on experience.
- Flexible Schedules: As a global team working across timezones, we offer flexible working schedules to ensure you can balance work and life.
- Flexible Paid Leave: Our trust-based leave model isn't capped by standard entitlements, allowing you to choose how much leave you take and when.
- Remote Work Set-up: Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity.
- Work from Anywhere Scheme: Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, ensuring a reasonable overlap with your team and/or leader.
- Gender Neutral Parental Leave: 16 weeks paid leave for all new parents.
We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
