Credit Specialist

Join the change. Together, we’ll make history.

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

The Collections Experience team, within Credit & Affordability, aims to minimise overdue accounts, prevent bad debts, whilst consuming the least amount of resources and upholding optimal customer experience.

This team is also responsible for managing & optimising high value & highly aged debt collections across AGL’s most indebted residential customers. The team ultimately aims to identify opportunities to resolve customer indebtedness upstream and improve customer engagement in the collections lifecycle.

What you’ll be doing:
- Managing complex issues/escalations of indebted customers including customers in sensitive situations.- Completing complex reconciliations across customers including reviewing account & interaction history to determine best approach to address customer debt.- Proactively collating & presenting escalation themes and working with key stakeholders (team leader, functional analysts, insights specialist) to develop resolutions, strategic processes and policies to address & mitigate future instances.- Maximising cash flow and minimising current and future bad debt exposure from the portfolio.- Being the initial point of contact & escalation for credit officers within the portfolio.- Legal Collaboration: Work closely with external lawyers to prepare and execute litigation proceedings, providing necessary documentation and insights while managing ROI on cost.

What you’ll bring:
- Demonstrated experience in managing complex issues & escalations at an individual level and rolling out learnings to peers- Proven assertiveness and negotiation skills- Sound conflict resolution skills with ability to elicit commercial outcomes even when dealing with customer disputes- Proven experience working with legal teams on debt recovery and litigation processes Goal orientated, thriving on meeting & exceeding targets.- Excellent analytical and financial data interpretation skills, particularly in assessing risks related to high-value, high-risk customer cohorts.

At AGL, we offer a wide range of benefits including:
- Flexible working options including hybrid work.- Discounts on energy, telcos and solar plans.- Participate in Energise - our reward & recognition program.- Access 20 weeks of paid parental leave for the primary carer.- Access to an additional week of recharge leave per year.- Play an active role in our diversity & inclusion initiatives.- Novated leasing and Electric Vehicle subscriptions.- Access to study assistance, AGL’s share purchase plan and insurance deals.
- _Benefits may change over time and vary based on role type and location_

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
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Location:
Docklands VIC 3008

Job Family Group:
Business and Organization Analysis Management