Customer service representative managing active and receptive calls for debt negotiation in telecommunications. Role involves providing solutions and utilizing systems for effective communication.
About the role
- Collections Specialist managing customer accounts and payment solutions at Plenti fintech. Responsibilities include compliance, stakeholder engagement, and a strong collections culture.
Responsibilities
- Manage overdue customer accounts: Assess customers’ financial circumstances and work with them to identify appropriate solutions to return accounts to good standing.
- Implement tailored collection solutions: Review and respond to proposed debt agreements, establish structured payment plans, conduct skip tracing, manage bankruptcy-related actions, and liaise with external collections agencies.
- Support a strong collections culture: Contribute to the development, implementation, and documentation of effective collections processes aligned with best practice.
- Accurate record keeping: Maintain detailed and up-to-date records of customer interactions, payment arrangements, and actions taken on each account.
- Stakeholder engagement: Build and maintain strong working relationships with senior management and internal teams across the business.
- Compliance: Ensure all regulatory obligations are met, including the NCCP Act, Privacy Act, ASIC Regulatory Guides, and AML/KYC requirements.
Requirements
- Proven experience in collections or a high-volume call centre environment
- Demonstrated ability to manage inbound and outbound calls professionally and efficiently
- Strong verbal and written communication skills, with the confidence to handle sensitive financial conversations
- Experience using CRM systems, call logging tools, and other customer service platforms
- Ability to work in a fast-paced environment while maintaining accuracy and attention to detail
- Strong problem-solving skills with a proactive, solutions-focused approach
- Experience within financial services or loan collections is highly regarded
Benefits
- Flexible working
- Volunteer and study leave
- Monthly social events
- Office snacks
- Company Townhalls
- D&I initiatives and events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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