Recovery Specialist

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
As part of the Customer Experience group, the role of Recovery Specialist will focus on the delivery of Customer Solutions Officer duties, as well as providing technical support to Customer Solutions employees as a specialist.

The role is available on a **6-month maximum term basis (until January 2026)**, to cover a period of parental leave.

The Recovery Specialist duties include:

- Pro-active ownership of all customer interaction and third-party activities pertaining to enforcement of debt, legal cases, restrictions, default processes, bankruptcy and caveat placement.
- Leveraging debt collection industry expertise to enhance Customer Solutions escalated collection processes and campaigns designed to manage aged debt within SEW.
- Ensure all interactions are handled in line with our Customer Interaction and Quality frameworks with a focus on complying with all regulatory requirements and delivering to process accuracy customer experience expectations.
- Support and involvement in legal proceedings with internal / external legal teams.
- Provide empathetic and professional assistance to customers, ensuring information about the various support offers are provided to customers who are having difficulty paying their bill.
- Partner with Operational Excellence and contribute towards to the ongoing evolution of capability programs and procedures to enhance our ways of working.
- Demonstrate a ‘one team’ approach that ensures the customer is placed at the forefront of our actions and decisions.

**Who are you?**:

- At least 4 years’ experience providing technical expertise within credit and collections functions. Exceptional understanding of escalated collections practices and direct experience in utilising higher delegation authority for write-offs and recovery activity.
- Demonstrated experience working in a credit, collections and/or vulnerability role with the ability to provide tailored support to customers and actively engage with customers to determine capacity to pay and support the customer in establishing sustainable payment behaviours.
- Exceptional customer service attributes, particularly the ability to communicate in a concise, polished and professional manner and be able to demonstrate empathy and understanding.
- A customer first mindset where the customer is at the heart of every decision.
- Ability to work collaboratively and effectively in a team and with colleagues at all levels to influence positive outcomes for customers and stakeholders.
- Demonstrated ability to be self-managed through the planning and organising of tasks to achieve goals, with high accountability for own actions.
- Strong data gathering and problem-solving techniques to resolve customer and system matters.
- Well-developed business acumen and ability to balance customer and business needs to deliver optimal outcomes.

**What's in it for you?**:
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

As a SEW employee, you can enjoy the following offerings from our benefits package:

- Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
- Life insurance and salary continuance.
- Additional leave offerings, such as cultural and ceremonial leave and study leave.
- Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
- Opportunity to be part of great initiatives involving the local community.

**We're for everyone**:
Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.

**Keen to make an impact?**:
South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.