Address- 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 set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
- Yearly salary reviews.
We're looking for a Customer Service Superstar to join our team! In this role, you'll be responsible for helping us recover payments on overdue accounts. You'll use a variety of tools and techniques to track down customers and collect payments. You'll also be responsible for providing excellent service to our customers.
In this role, you’ll be responsible for:
- Conduct outbound/inbound telephone-based collection/recovery activity on post charge-off accounts.
- Obtain promises to pay from post charge-off accounts by setting and reviewing action dates
- Make realistic payment plans with customers using negotiation skills
- Determine appropriate recovery steps to establish a relationship with the customer.
- Provide customers with solutions and tools to assist with paying their accounts
- Skip trace customers with no contact details or unsuccessful contact attempts.
- Make sound decisions about the next step in the legal process if other avenues are exhausted.
- Recommend repossession or legal action where required and within policy.
- Assess a customer's income and expenditure to determine their ability to pay.
- Negotiate debt settlement payment plans, seeking to maximise net recovery.
- Perform administration duties, including responding to emails and external mail within required timeframes.
- Work in a blended role where related admin work is completed within required NCCP timeframes.
- Record all customer expressions of dissatisfaction in Accord
Ideally, we're looking for the following:
Experience & Knowledge
- Previous Collections/Recoveries experience is a nice to have.
- Knowledge of regulatory frameworks including Debt Collection Guidelines, privacy legislation etc.
- Experience dealing with difficult customers and negotiating.
- Sound knowledge of debt recovery, including legal processes
- Strong negotiation skills
- Excellent communication skills (both verbal and written)
- Good decision-making ability
- Ability to work autonomously and execute on targets in a compliant environment
- Vision Plus Host System (desirable)
- Mercantile Host System (desirable)
- Use of web base skip trace tools / databases.
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.
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.
