Customer Account Manager
InDebted
About InDebted
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
Role Overview
Join us as a Customer Account Manager 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 customers 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.
Experience and Skills: Must Have:
- A min 2 years experience in a collections and voice based customer service role. Secured debt recovery experience will be highly regarded.
- 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.
- 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.
- Familiarity with debt collection regulations in Australia.
- Ability to work in accordance with Australian time zone between the hours of 8:30 am-5:15pm.
What Does Success Look Like? After 12 months, you will have:
- 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
- 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.
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
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.
