Customer Resolutions Consultant

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.Embark on an exciting opportunity where you'll take the lead in negotiating the recovery of outstanding amounts on consumer lending products and other debt products. In this role, you'll handle inbound and outbound communications, including email contacts, adeptly navigating negotiations to secure favorable outcomes for both our esteemed clients, our clients' customers and Probe CX. Your commitment to upholding company procedures and strict compliance with relevant laws and regulations will play a crucial role in our service excellence.Key DetailsOperating Hours: Monday to Friday 8:30am to 5:00pm no weekends.Location: Onsite at Melbourne CBD VIC Hybrid working model after training, nesting and KPIs are met.In office training for 3 weeks Monday to Friday 9 - 5Commencing 6th May 2024Australia based roleKey ResponsibilitiesHandle calls efficiently, aiming to negotiate and collect outstanding amounts owed to our client.Ensure prompt and accurate responses to inbound inquiries while effectively managing and resolving customer complaints.Handle hardship applications as needed, identifying and escalating priority issues to ensure timely resolution.Route calls to appropriate resources when necessary, maintaining meticulous documentation of all customer interactions according to standard operating and client-specific procedures.Maintain a comprehensive record of customer interactions, adhering to established protocols and procedures for documentation.About YouYou possess outstanding proficiency in both written and spoken English communication. Your professional background may encompass customer service, sales, billing, or collections experiences, although it's not necessary to have expertise in all areas. Your strength lies in problem-solving and critical thinking, always focusing on resolving issues and ensuring customer satisfaction. Your ability to negotiate, whether gained from prior roles or transferable skills, equips you to effectively handle discussions for the repayment of owed amounts. You are resourceful, capable of multitasking with keen attention to details. Self-motivated and adaptable, you excel in both independent and team-oriented work environments. Your flexibility allows you to seamlessly adapt to frequent process changes, and you thrive under pressure, consistently delivering high quality outcomes.Culture & BenefitsEmbrace an inclusive and diverse workplace culture that cherishes individuality, ensuring you feel appreciated, supported, and empowered daily.Unlimited access to a trusted mental health and well-being platform, giving you peace of mind and helping you thrive.Explore avenues for advancing your career within a company that prioritizes and invests in your professional development, offering ample opportunities for progression.Join us in redefining the customer's experience and making a difference in the industry.Our promise to you.There is no rule that says that work can’t be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We’re committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do.