InDebted is hiring a
Customer Experience Specialist

Summary

The job is for a Senior Collection Agent at InDebted, a remote company that provides debt collection services. The role involves managing and overseeing the collection of outstanding accounts receivable from customers, working closely with team members and customers to ensure timely payment, and mentoring junior collection agents.

Requirements

• Minimum of 3 - 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 maximizing 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 tools
• Experience working in a fast-paced team environment
• Self-motivated and resourceful

Responsibilities

• Utilise 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
• Analyse 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

Preferred Qualifications

• Prior leadership or mentorship roles are a plus
• Experience with Latitude collections software
• Experience with LiveVox dialing platform
• Fluency in Spanish

Benefits

• Flexible working - We’re a global, fully remote team passionate about making work, work for you
• Employee equity - Access to share options in something big
• Flexible Time Off- We understand the demands of juggling at home needs and working a full time job. We try to create a flexible work/ life balance
• 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