Customer Experience Specialist - Voice

About Us InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.

We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.

Summary Description:   Our Customer function is inherently customer obsessed and is accountable for providing a remarkable customer experience that is critical to the growth of the business. As part of this team, our Customer Experience specialists ensure a positive end-to-end customer journey to promote loyalty, customer retention, and brand advocacy.

As a Senior Collection Agent, you will manage and oversee the collection of outstanding accounts receivable from customers on our acquired business platform. This role involves working closely with team members and customers to ensure timely payment of early and late stage delinquencies with a focus on personal loan and automotive loan products. You will also mentor junior collection agents and support the Collections Manager in optimising collection processes. If you thrive in a fast-paced environment, see challenges as opportunities to innovate, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Duties and Responsibilities:

• Utilise a combination of analog and digital outbound tools to engage customers via telecommunications and assist them in taking the first step on their path to financial fitness by resolving past due accounts
• Analyse customers’ concerns situation by understanding why they are engaging with us
• Acknowledge customer’s situation, clarify any issues, propose solutions, explain the best solution to solve the problem and if necessary, follow up to ensure resolution
• Compliance with numerous applicable laws, regulations, policies and procedures
• Meet and exceed performance indicators equivalent to annual fees, and to display consistent engagement in our InDebted Core Values, Mission and Vision
• All other duties as assigned to the role

Must-Have:

• Minimum of 3 - 5 years experience on accounts receivable product(s)
• Proven track record of successfully managing and collecting delinquent accounts
• Excellent written and verbal communication skills in order to interact clearly and concisely with customers with the aim of providing world-class customer service experience and resolving their situation
• Excellent negotiation skills focused on maximizing recoveries in both early and late delinquency stages
• Demonstrated ability to achieve and exceed scorecard target
• Ability to Work Remotely: Demonstrate the capability to work effectively in a remote setting and Ensure a dedicated and professional workspace conducive to productivity
• Ability to express empathy when needed with the customer combined with a results oriented approach
• Highly dependable and flexible. This role will be required to cover eight hour shifts Can navigate thru web-based tools
• Experience working in a fast-paced team environment
• Self-motivated and resourceful
• A Customer experience specialist working remotely is expected to handle customer queries and fulfil any necessary duties related to resolving customer queries, in line with process

Nice to Have:

• Prior leadership or mentorship roles are a plus
• Experience with Latitude collections software
• Experience with LiveVox dialing platform
• Fluency in Spanish

What does success looks like in 6 months

• Comprehensive understanding of client processes and portfolio management
• Proven track record of consistently achieving quarterly revenue targets
• Proficiency in navigating and utilizing multiple platforms effectively
• Strong capability to consistently adhere to and meet compliance standards