Customer Experience Specialist

Summary

Join InDebted as a Customer Experience Specialist and deliver exceptional experiences to customers resolving past-due accounts. You will engage with customers through digital channels, negotiating payment solutions and achieving optimal payment outcomes. This role requires balancing collections performance with exceptional customer service, regulatory compliance, and internal processes. Success hinges on blending empathy, compliance, and performance-driven strategies. If you thrive in a fast-paced environment and are motivated by helping people and contributing to a positive impact, this is the ideal opportunity. InDebted offers a remote-first work environment with flexible schedules and generous paid leave.

Requirements

• Demonstrated experience in collections, with the ability to negotiate and manage sensitive financial situations tactfully
• Strong self-motivation and resourcefulness, with excellent problem-solving and critical-thinking skills
• Proven ability to manage multiple customer interactions simultaneously across digital channels
• High proficiency with web-based tools and systems for customer interaction and documentation
• Reliability and adaptability to meet dynamic business needs

Responsibilities

• Leverage exceptional written communication skills to negotiate and interact effectively with customers via email, SMS and live chat, ensuring a seamless and empathetic customer experience
• Utilise effective negotiation techniques to drive mutually beneficial outcomes, ensuring payments are secured while maintaining positive customer relationships
• Handle inbound customer communications through live chat, email and SMS, focusing on payment-related queries and solutions
• Strive to resolve customer inquiries or issues at the first point of contact, minimising the need for additional follow-ups
• Assess and understand customers’ situations to negotiate effectively and guide them toward favorable resolutions
• Work efficiently to handle high volumes of customer interactions, balancing speed and quality to ensure timely responses while maintaining quality and professionalism
• Accurately document all communications, payment commitments, and resolutions in the system for audit and reporting purposes
• Apply collections experience to assist customers in creating and committing to repayment plans that suit their circumstances while aligning with company objectives
• Identify and recommend potential process or technology improvements based on interactions with customers
• Adhere to InDebted’s core values and foster trust with customers through transparent and supportive communication. Handle challenging conversations with empathy and professionalism, maintaining a positive and respectful tone even in difficult situations
• Ensure compliance with all relevant laws, regulations, policies, and procedures
• Assist customers on their journey to becoming debt-free by using insights from customer interactions to propose tailored solutions
• Participate in ongoing training to enhance skills and stay updated on industry practices
• Consistently achieve and exceed key performance metrics including first contact resolution rates, response times, productivity measures, collections performance, quality assurance scores, and customer satisfaction metrics

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