Collections Specialist

About InDebted
: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

Role Overview

Join us as a Customer Account Manager where you will play a pivotal role in transforming the way we handle debt recovery and customer experiences with debt. Utilise your exceptional verbal and written communication skills to engage customers empathetically and negotiate optimal repayment solutions that respect their circumstances and meet our customers needs.

Duties and Responsibilities

• Utilise excellent verbal and written communication skills to engage with customers who have outstanding debts, with the purpose of negotiating sustainable repayment plans and settlement agreements.
• Provide an excellent customer service experience to all customers whilst attempting to assist them with the resolution of their debt.
• Analyse and acknowledge all customer concerns, clarify issues, determine the cause of the problems, recommend and explain the best solution for customers, assist customers to understand their options in line with client requirements and, if necessary, follow up to ensure resolution.
• Recommend potential process or technology improvements to internal InDebted teams based on daily interactions with customers.
• Meet and exceed both client and company scorecard targets.
• Comply with applicable laws, regulations, policies, and procedures.

Experience and Skills

• Minimum of 2 years experience in Australian collections and voice based customer service role, preferably in personal loans (secured and unsecured) and credit card portfolios
• Demonstrate experience in roll rate management.
• Demonstrate the capability to work effectively in a remote setting and ensure a dedicated and professional workspace conducive to productivity.
• This role will interact with customers primarily through outbound and inbound voice channels, so strong verbal skills and call control are required.
• Excellent organisational and multitasking abilities.
• Diligent and results driven.
• Strong communication skills, proficient in both verbal and written formats.
• Detail-oriented with a commitment to accuracy.
• Ability to work effectively both independently and as part of a team.
• Proficient in data and process management.
• Self-motivated and resourceful - You should possess critical thinking and problem solving skills to provide the highest level of service to customers.
• Highly dependable and flexible.
• A high level of proficiency with utilising web-based tools to interact with customers and document steps taken.
• Strong negotiation skills.
• Experience working in a fast-paced environment.
• Familiarity with debt collection regulations in Australia.
• Ability to work in accordance with Australian time zone between the hours of 8:30 am-5pm AEST

What Does Success Look Like?

In 12 months, you will have:

• Mastered client expectations and knowledge of client requirements. We work with some of the largest financial services clients in Australia.
• Consistently exceeded KPIs and recovery targets, and earned fantastic incentives for doing so
• Demonstrated flexibility and expertise across different customer scenarios and assisted many customers to optimal resolutions
• You will have contributed to our culture of continuous improvement and upheld our high standards of customer-centric resolutions.