Remote 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. This role requires a minimum of two years of experience in collections and voice-based customer service. You will analyze customer concerns, recommend solutions, and contribute to process improvements. Success will be measured by exceeding KPIs, mastering client expectations, and contributing to a culture of continuous improvement. InDebted offers a remote-first work environment with flexible schedules, flexible paid leave, a remote work setup budget, a work-from-anywhere scheme, and gender-neutral parental leave.

Requirements

• A min 2 years experience in a collections and voice based customer service role
• Ability to work flexibly in both a remote and in-office environment, in accordance with changing business needs
• Demonstrate the capability to work effectively in a remote setting and ensure a dedicated and professional workspace conducive to productivity
• 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 and
• Ability to work in accordance with Australian time zone between the hours of 8:30 am-5:15pm

Responsibilities

• Utilize 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

Preferred Qualifications

Secured debt recovery experience will be highly regarded

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