Collections Officer

About Us

Committed to making a difference InDebted was founded to change the world of consumer debt recovery for good. We're disrupting a broken industry and creating a better way for businesses to recover debt - where the customer comes first.

We’re a global digital first and customer-obsessed team of over 270 people living and working across 5 key countries.

And we’ve also recently been named the AFR BOSS Best Place to Work! By focusing on the happiness and wellbeing of our people we’ve created a truly flexible purpose driven and engaging workplace. We’re all here with one shared vision - to remove barriers to financial freedom for all people.

Role Overview

Join us as a Customer Experience Specialist where you will play a pivotal role in transforming the way we handle debt recovery and customer experiences with debt. Utilise your exceptional verbal and written communication skills to engage customers empathetically and negotiate optimal repayment solutions that respect their circumstances and meet our clients' needs.

Duties and Responsibilities:

• Utilise 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.

Must Have:

• A min 2 years experience in a collections or voice based customer service role. Secured debt recovery experience will be highly regarded.

• Ability to Work Remotely: Demonstrate the capability to work effectively in a remote setting and Ensure a dedicated and professional workspace conducive to productivity

• This role will interact with customers primarily through outbound and inbound voice channels so 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. This is also a remote working position and be productive in a virtual setting is important.

• 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

What does success look like?

• Mastered client expectations and knowledge of client requirements. We work with some of the largest financial services clients in Australia.

• Consistently exceeded KPIs and recovery targets and earned fantastic incentives for doing so!

• Demonstrated flexibility and expertise across different customer scenarios and assisted many customers to optimal resolutions

• You will have contributed to our culture of continuous improvement and upheld our high standards of customer-centric resolutions.

Our Benefits

At InDebted you get a lot more than just a highly rewarding and exciting career we also offer:

Work wherever - We’re a global team working in flexible locations - choose to work from home in a co-working space or a bit of both or see where the role takes you

Employee equity - Access to share options in something big

Flexible paid leave - We offer a trust-based leave model - choose when you take leave how much you take and what you take it for

Remote work set-up - Once-off payment of $AUD750 or equivalent to help you create a working environment that supports your success and productivity.

Uprise - Our EAP Provider supports your physical social & psychological wellbeing

At InDebted we respect and celebrate the unique attributes characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

Indebted is also a proud 2022 Circle Back Initiative Global Employer and we commit to respond to every applicant.