Customer Experience Specialist ANZ - Voice
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.
Summary Description:
Our Customer function is inherently customer obsessed and is accountable for providing a remarkable customer experience that is critical to the growth of the business. As part of this team, our Customer Experience specialists ensure a positive end-to-end customer journey to promote loyalty, customer retention, and brand advocacy.
As a Customer Experience Agent, you will manage and oversee the collection of outstanding accounts receivable from customers on our core business platform. This role involves working closely with team members and customers to ensure timely payment of early and late stage delinquencies with a focus on debt buyer and BNPL products. You will also mentor junior collection agents and support the Collections Manager in optimizing collection processes. If you thrive in a fast-paced environment, see challenges as opportunities to innovate, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.
Duties and Responsibilities:
- Utilize a combination of analog and digital outbound tools to engage customers via telecommunications and assist them in taking the first step on their path to financial fitness by resolving past due accounts.
- Analyze customers’ concerns situation by understanding why they are engaging with us,
- Acknowledge customer’s situation, clarify any issues, propose solutions, explain the best solution to solve the problem and if necessary, follow up to ensure resolution
- Compliance with numerous applicable laws, regulations, policies and procedures
- Meet and exceed performance indicators equivalent to annual fees, and to display consistent engagement in our InDebted Core Values, Mission and Vision
- All other duties as assigned to the role
Experience and Skills:
- Minimum of 5 years experience on accounts receivable product(s).
- Proven track record of successfully managing and collecting delinquent accounts.
- Excellent written and verbal communication skills in order to interact clearly and concisely with customers with the aim of providing world-class customer service experience and resolving their situation
- Excellent negotiation skills focused on maximising recoveries in both early and late delinquency stages
- Demonstrated ability to achieve and exceed scorecard target
- Ability to Work Remotely: Demonstrate the capability to work effectively in a remote setting and Ensure a dedicated and professional workspace conducive to productivity
- Ability to express empathy when needed with the customer combined with a results oriented approach
- Highly dependable and flexible. This role will be required to cover eight hour shifts Can navigate thru web-based toolsExperience working in a fast-paced team environment Self-motivated and resourceful Demonstrated ability to achieve and exceed scorecard targets
- Can navigate thru web-based tools
- Experience working in a fast-paced team environment
- Self-motivated and resourceful
- A Customer experience specialist working remotely is expected to handle customer queries and fulfil any necessary duties related to resolving customer queries, in line with process
Nice to Have:
- Experience with accounts receivable in buy now, pay later space is a plus.
- Prior leadership or mentorship roles are a plus.
- Experience with Livevox dialling platform.
Our benefits
Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
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.
