Customer Account Manager
InDebted
Customer Service, Sales & Business Development
New South Wales, Australia
Posted on Oct 14, 2024
About Us
InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.
We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.
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: Must Have:
- A min 2 years experience in a collections and voice based customer service role. Secured debt recovery experience will be highly regarded.
- Ability to work flexibly in both a remote and in-office environment, in accordance with changing business needs.
- 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 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? After 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.
Our Benefits
Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:
Flexible working - We’re a global team, passionate about making work, work for you!
Flexible paid leave - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it for
Uprise - Our EAP Provider supports your physical, social & psychological wellbeing
Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you