Support Consultant

3 days ago

Melbourne, Australia Hudson Australia Full time

Seeking a **Support Consultant - Collections** for a telecommunications company based in **Melbourne CBD.**
- **12-month fixed term contract with potential opportunity for permanency**:

- **Flexible work arrangements with a blended working model**:

- **Attractive salary and employee incentives and excellent organisation culture**

**About the role**

Reporting to the Senior Complex Customer Support Manager, the Support Consultant - Collections is responsible for assisting in managing the Offshore Performance across Active and Final Consumer, for Business and Recoveries portfolios against KPI's and SLAs to ensure cash collection, payment support, customer experience performance and customer churn is improved.

The role is also responsible for analysing internal data to optimize our client's debtor performance, reduce complaints and improve customer experience.

**Responsibilities**:

- Ensure all Collection KPI's are met or exceeded
- Being the BPO / Offshore teams' first point of contact for any business, process or system issues faced that impact their ability to achieve their KPI's
- Leading the continuous improvement model in all aspects of the credit risk management cycle
- Identifying, quantifying, and resolving internal control gaps. Implementing effective controls through root cause analysis
- Identifying opportunities for improvement - via a data led approach to influence removing obstacles problems, training, and performance trends at individual level, team level, center level and then across the entire group
- Complete stakeholder engagement analysis on developing strategies for improvement
- Work with providers to understand root cause and implement measures to improve performance

**About you**:

- Proven experience in high-volume transactional customer management operations and case management in Telco, Banking or Utilities
- Strong Communication and interpersonal skills across internal and external stakeholders.
- Strong organisational skills, experience managing multiple complex projects simultaneously
- The ability to influence key stakeholders - both internal & external
- You're Analytical - you are adept at conducting deep analysis to uncover areas to be addressed to improve the customer experience and financial outcomes for the team
- Previous experience with liaising with outsourced partners advantageous
- Ability to break down data, and help educate individuals and team's on how to improve on their data points

**What our client offers**:

- A competitive remuneration package
- Flexible work arrangements with a blended working model.
- Up to five days of volunteer leave per year
- Corporate discounts
- Supportive work environment with great learning and development opportunities

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