Customer Account Manager
InDebted
Customer Service, Sales & Business Development
Australia
Posted on Thursday, April 25, 2024
Role Overview
Join us as a Customer Experience Specialist 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 clients' 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.
Must Have:
- A min 2 years experience in a collections or voice based customer service role. Secured debt recovery experience will be highly regarded.
- Ability to Work Remotely: 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. This is also a remote working position and be productive in a virtual setting is important.
- Familiarity with debt collection regulations in the Australia and
- Ability to work in accordance with Australian time zone between the hours of 8:30 am-5:15pm
What does success look like?
- 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.