Remote Customer Experience Collections Lead

Summary

Join our team as a Customer Experience Collections Lead, where you'll develop and optimize agent-led collections operations across digital and voice channels on a global scale.

Requirements

• Collections Expertise: Strong background in voice and digital debt collection
• Stakeholder Management: Ability to work with internal and external stakeholders to optimize collections
• Process Design: Skilled in designing and optimizing collections workflows
• AI and Digital Tools: Understanding of AI-based negotiation tools and digital debt recovery strategies
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• A customer-centric mindset with a strong focus on improving customer satisfaction levels
• Strong initiative and ability to adapt to new projects and suggest process improvements
• Computer literate with proficiency in Google suite and willingness to learn and embrace new systems
• Strong self-organization, decision making and analytical abilities
• Creative problem solving skills
• Strong detail orientation

Responsibilities

• Oversee the development and growth of InDebted agent-led collections processes, across both digital and voice channels, optimising collections performance for all regions
• Partner with Head of Customer Experience, Data and Client Success to work on resourcing forecasts to determine resourcing needs
• Partner with Customer Experience teams to set the hiring standards, prerequisites and hiring process to ensure we hire the best talent for voice collections effectiveness
• Drive collection performance by ensuring agents meet or exceed targets
• Develop negotiations and payment scripting and ensure compliance with voice and digital negotiations (including AI tools)
• Develop collections effectiveness training including overcoming stalls and objections, and negotiating optimal payment outcomes across all channels
• Facilitate collections effectiveness training across agents and team leaders
• Develop collections effectiveness reviews framework
• Manage stakeholder relationships, ensuring all processes align with business goals and customer service standards
• Support continuous improvement in collections processes, integrating new technologies and strategies

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