Customer Experience Specialist, Voice

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.

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 Customer Experience Voice Specialist, you will manage and oversee the collection of outstanding accounts receivable from customers on our core 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 regulated and non regulated debt. You will also mentor junior Customer Experience Specialists 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 the 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 2 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 maximising recoveries in both early and late delinquency stages.
• Familiarity with UK collection regulations.
• 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 requires working eight hour shifts from 9am-6pm BST/GMT.
• Can navigate through 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 established processes.

Nice to Have:

• Experience with accounts receivable in pre charge-off phase a plus.
• Experience with the Livevox dialling platform.

What does success look like in 6 months for this role?

• Full understanding of clients processes and portfolios.
• Demonstrate the ability to consistently achieve quarterly revenue target.
• Ability to seamlessly navigate multiple platforms.
• Ability to consistently meet compliance standards.

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.