Customer Experience Specialist

Summary

Join InDebted's Customer Experience team as a Customer Experience Agent and play a vital role in managing and collecting outstanding accounts receivable. You will utilize various tools to engage customers, resolve past-due accounts, and ensure timely payments. This role requires strong communication and negotiation skills, along with experience in accounts receivable. You will also mentor junior agents and contribute to process optimization. In this fast-paced environment, you'll have the opportunity to innovate and make a significant impact. InDebted offers a remote-first work environment with flexible schedules and generous paid leave.

Requirements

• 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 tools
• Experience working in a fast-paced team environment
• Self-motivated and resourceful
• Demonstrated ability to achieve and exceed scorecard targets
• 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

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
• Mentor junior collection agents
• Support the Collections Manager in optimizing collection processes

Preferred Qualifications

• 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

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