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.

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 hybrid 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

Customer Account Manager, Collections

Key skills