The Customer Specialist - Customer Assist is responsible for the efficient and effective collection/rehabilitation of overdue accounts to minimise delinquencies and losses. Our team are currently working from home conducting inbound/outbound phone-based collections.
In this role, you'll be responsible for:
Strategising and negotiating positive outcomes for all parties.
Understand and comply with all regulatory requirements and quality standards.
Provide the customer with the best solution and tools to assist with curing the account.
Achieve collections standard by maintaining regular contact with identified overdue accounts, negotiating arrangements for repayments.
Determining mutually agreeable solutions to rehabilitate accounts.
Adhere strictly to all legislative requirements and credit policies to ensure that LFS's position is protected at all times.
Achieve departmental Key Performance Indicators (KPIs).
Utilise self-management and problem-solving skills to effectively address customer concerns and resolve issues.
Immediately escalate any potential compliance issues to the Delinquency Manager, Compliance, Legal, HR or through any Open Reporting channels.
Ideally, we're looking for the following:
You have an engaging personality & excellent interpersonal skills.
You are highly organised, with a collaborative work ethic.
You have strong negotiation and resolution skills, are computer literate, and have a continuous improvement mindset, identifying opportunities to improve the experience for our customers.
Competent & proficient in various software.
The ability to work in a fast-paced environment, negotiate, handle multiple priorities and manage expectations.
Customer first mindset – understands what it takes to deliver exceptional customer experiences.
Analytical and curious mind with strong investigative skills.
Strong communication and negotiation skills.
High attention to detail and integrity with compliance.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident, you'd be a good fit, we'd love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money. Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.
Benefits:
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid setup - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave.
Yearly salary reviews.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
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