Collections Specialist

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 Collections 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 customers needs . As part of our local team, you'll be working full-time in our Auckland office collaborating closely with colleagues who are passionate about what they do.

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.
• Meet and exceed both client and company KPI's.
• Comply with applicable laws, regulations, policies, and procedures.

Must Have Experience And Skills

• Previous experience with transferrable skills.
• 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.
• A high level of proficiency with utilising web-based tools to interact with customers and document steps taken.
• Strong negotiation skills.