Customer Assist Specialist

4 days ago

Docklands, Australia Latitude Financial Services Full time

The Team

We have a dynamic and agile team that look after customers experiencing financial or personal hardship which has led them to fall behind on their Latitude branded credit card, our Customer Assist teams are passionate about delivering world class care and tailoring repayment solutions to improve the financial well-being of all Latitude customers.

Customer Assist Specialists perform debt recovery duties, use strong analytical and negotiation skills, display empathy, and provide exceptional customer service through outbound and inbound calls. Our team prides itself on remaining compliant in the way we operate to ensure we act right towards our customers and achieve great outcomes through best practises.

The role:
Customer Assist Specialists have a knack for team play and assist with debt recovery across multiple campaigns. Not everyday is the same and your ability to be open to learning new things is pivotal to joining our fast growing fintech company.

Key responsibilities:

- Ability to provide excellent service and support in a similar environment working towards individual and team KPI.
- Demonstrated experience in the delivery of quality customer engagement frameworks within the financial services industry.
- Excellent communication with strong capabilities to articulate complex information.
- Strong understanding of compliance requirements, financial industry principles and regulations.
- Comply within policy, procedure, and strict legislative guidelines (for example comprehensive credit reporting, NCCP etc)
- In cases where a customer who is in arrears of their credit agreement is located, it is anticipated agents will negotiate payment plans to satisfy arrears. (Obtain a promise to pay)
- Educate Customers about the account and next steps in the legal process if all other avenues have been exhausted.
- Maintenance and management of confidential customer information

What you need?

Collection’s experience is not essential but preferred. What will stand out is your resilience and positive attitude that will see you prosper and develop strong communications skills. You will be given an opportunity to showcase your exceptional customer service experience and demonstrate your work ethics. In return our supportive team will do the rest by providing you the tools, resources and support to have you succeed in the role.

Any work experience within finance is advantageous but our key focus is finding the finest individual to contribute to our diverse culture. We are looking for an energetic, driven team player with a positive 'can-do' attitude

About Latitude

We always support a safe, healthy, engaging and productive working environment for all employees and workers, whether that be in your home an office or a combination of both. We live and breathe our values.
_Act Right, Show Care, Be Curious_

Partners in money

Latitude may seem like the new kid on the block, but it’s taken us almost a hundred years to become an overnight success. Digital payments, cards, loans and insurance is what we offer - but what we really are is a platform that helps people shop and live better.

We are embarking on a transformation journey to flip / change the way we service our customers, it’s an exciting time to be a part of Latitude Financial Services and reap the rewards of employee benefits.

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