Customer Account Manager

Summary

Join InDebted as a Customer Account Manager and play a pivotal role in transforming debt recovery and customer experiences. You will utilize exceptional communication skills to engage customers empathetically and negotiate repayment solutions. Responsibilities include negotiating sustainable repayment plans, providing excellent customer service, analyzing customer concerns, recommending process improvements, and meeting company targets. The role requires a minimum of 2 years of experience in Australian collections and voice-based customer service, along with strong verbal and written communication skills, organizational abilities, and proficiency in data and process management. Success will be measured by exceeding KPIs, mastering client expectations, and contributing to a culture of continuous improvement. Benefits vary by region and role.

Requirements

• A minimum of 2 years experience in Australian collections and voice based customer service role
• Demonstrate experience in role 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 the Australia
• Ability to work in accordance with Australian time zone between the hours of 8:30 am-5pm

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