Collection Effectiveness Analyst

2 weeks ago

Melbourne, Australia AGL Energy Full time

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:
9 month fixed term contract | Melbourne based

Looking for a change in your career? The Credit and Affordability team are looking for a passionate analyst to join their team. The Credit and Affordability team manages collections for over 4 million of AGLs’ retail customers across our Energy and Telco business’. The purpose of this role is to improve and manage the approach towards operational procedures, quality assurance evaluations, and agent call management.

What you’ll do:
- Lead vendor relationship for process improvement and call management aligned with KPIs.- Collaborate with internal teams to establish successful campaign frameworks.- Revise QA program including call monitoring and calibration for better outcomes.- Implement collection effectiveness scorecards at both holistic and agent levels.- Engage AGL stakeholder departments for input and expertise.- Provide oversight for vendor activity to achieve collection goals.

About you:
- Previous demonstrated experience within a Credit and Collections environment- Possess strong analytical skills with the ability to gather, interpret and analyse information- Strong stakeholder and vendor management skills- Demonstrated understanding of an inbound and outbound credit and collections operations environment- Possess the ability to coach and educate various business units and teams- Excellent communication and written skills

At AGL, we offer a wide range of benefits including:
- Flexible working options including hybrid work.- Discounts on energy, telcos and solar plans.- Play an active role in our diversity & inclusion initiatives.
- _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_._

Job Family Group:
Credit

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