Complex Collections Lead

Powering Australian Life.

At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move.

Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.

As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We’re investing in new ideas, partnerships and infrastructure - renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.

We’ll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.

The Complex Collections team is 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.

The Complex Collections Lead will provide leadership to a hybrid team of credit specialists & collections officers to effectively and compliantly resolve aged debtors within the complex collections portfolio. They will also provide coaching and support for the team around meeting agreed targets to support positive commercial outcomes for AGL whilst maintaining customer experience.

For the right person, this is truly an opportunity where we will support you to get to the next stage of your career. Join us in our quest to transform Australia’s energy landscape and be part of a team that's changing the planet for the better

What you’ll be doing:
- Executing the Customer Collections strategy to: maximise cash flow, deliver on customer experience and minimize AGL’s exposure to risk, particularly bad & doubtful debts.- Developing and monitoring performance metrics for the team including customer collections, aged debt and customer service metrics for all customer segments.- Managing the age debt of customers through the Aged Trial Balance (ATB) on a daily basis and seeking best practice methods to deliver the commercial outcomes that uses a “firm but fair” customer service and commercial outcomes.- Ensuring the Customer Collections team is appropriately resourced, trained and performs to agreed KPI’s, and be a point of reference for the team to escalate customer and collections issues for timely resolution.- Delivering 1:1 performance conversations that measures each team member against key metrics in line with the Complex Collections Strategy.- Supporting the team to interpret the Customer Collections strategy and planning and how that relates to the daily activities.- Together with the Complex Collections Manager, providing clear, regular and effective communication, direction, priorities, goals and objectives to the team that aligns their behaviour and performance.

What you’ll bring:
- Degree in Business related discipline preferred but not essential, alternatively demonstrated industry experience including previous energy industry experience would be advantageous.- Self-motivated and outcome oriented, leading primarily by personal example with drive and performance, but at the same time having the ability to delegate effectively.- Extensive credit & financial operations experience (preferred), as well as strong effective proven Credit Risk Analysis skills and strategic and conceptual skills.- Strong coaching and sound negotiating and influencing skills, proven interpersonal skills with high quality written and verbal communication skills and strong Excel skills (intermediate).- Experience in leading teams with commercial and customer experience objectives and ability to inspire high levels of employee engagement and getting strong commercial outcomes while managing customer experience.

LI-ZD1 #LI-Hybrid

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
AGL is a
_Circle Back Initiative employer - we commit to respond to every applicant_.

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Credit