Toll Recovery Officer

1 week ago

Parramatta, Australia Transport For NSW Full time

Organisation/Entity: Transport For NSW- Job Category: Call Centre & Customer Service- Job Location: Parramatta, NSW, AU, 2150- Job Ref No: 82944- Employment Type: Fixed Term Full-Time- Salary Range: $87256.0-$95984.0**The Division**

The Customer Strategy and Technology team within Transport leads the development of long-term, multi-modal strategies, plans and policies across NSW. We leverage data and insights, implement new technologies, drive innovation and build partnerships to provide customer-centred solutions.

**The opportunity**

Right now, we have a Fixed Term Full-Time opportunity till 30/06/24 for a Toll Recovery officer to join Customer Systems & Operations branch within the Toll Recovery unit.

In these newly created roles, each Officer is responsible for establishing contact with customers (debtors) of TfNSW Tolling and negotiate for payments of unpaid debts and Toll notice objections while providing customer education and maintaining high-levels of customer service. The Officers will need to manage competing priorities & adapt to continually evolving workflows, workloads, processes and systems.

Reporting to the Toll Recovery Team Leader, each officer will negotiate and discuss the recovery of debt with various personality types & will be required to manage challenging conversations and emotional responses.

**What you will be involved in**
- Communicate effectively with customers (debtors) via telephone and in writing to recover owed tolls.
- Provide high-levels of customer education and customer service to help prevent reoccurrence of TfNSW Tolling Debt.
- Ensure prompt, efficient and time-critical resolutions that satisfy customer and business requirements and preserve the reputation and integrity of Tolling Branch.
- Management of debtor accounts in a high volume work environment, including the recording of accurate customer communications in computer systems/databases.
- Maintain confidentiality and ensure debtor accounts are discussed only on a needs to know basis, ensuring that both hard and electronic sensitive information is kept secure at all times.

**About you**
- You are experienced in customer education and customer service when it comes to debt recovery & have solid experience in the collection of monies owed, including all procedures and applicable legislation.
- Strong customer service & communication skills (verbal and written) are essential to the success of this role.
- A successful applicant will have demonstrated experience in using facts & knowledge to support recommendations & completing tasks within set timeframes.
- Demonstrated problem solving skills with excellent attention to detail
- You will be an influencer & negotiator by nature with the ability to represent the organisation in an honest, ethical and professional way.

**Want to know more?**

Please click here to view a copy of the role description.

**I**nterested?**

Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transport infrastructure and services over 40 years.

**Our Commitment to Diversity**

**Salary and Benefits**

The salary for this position is TfNSW Grade 5 ($87,256 - $95,984) per annum plus superannuation and leave loading.

For more information on Employee Benefits at TfNSW please click here.

**How to apply**

**Need help?**

**Close date**: 11:59 pm on Thurs 9th March

**Job Segment**:Call Center, Information Systems, Technology, Customer Service

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