Customer Specialist - Customer Assist Loss Recoveries

The Team@Latitude we are focused on our Vales ‘Show Care, Be Curious & Act Right” that’s why our Loss Recoveries team Build solid relationships with our customers. We Determine appropriate recovery steps suitable to their unique situation, providing customers with the solutions and tools to assist paying their accounts.We are a small and experienced team, who take a professional approach in educating customers about their account and next steps in the legal process, if all other avenues have been exhausted. We aim to deliver the best outcome for both Customers and the business. The role.This is a blended Inbound & Outbound phone based recovery role focused on customer accounts post charge- off. Accounts spanning across the entire Latitude portfolio including Motor Loan, Personal Loan, and Credit Card across AU & NZ. This also includes any related Admin work, recording customer expressions of dissatisfaction.We utilise Skip trace activity to locate customers without contact details or where we have been unable to make contact on details provided.Some key responsibilitiesPromise to Pay and Payment Plans:Obtain promises to pay from post charge-off accounts by setting and reviewing action dates.Make realistic payment plans with customers using top notch negotiation skills.Legal Process and Repossession: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.Debt Settlement and Administration:Assess a customer's income and expenditure to determine their ability to pay.Negotiate debt settlement payment plans, seeking to maximize net recovery.Perform administration duties, including responding to emails and external mail within required timeframes.Who are we looking for?This is a unique position that can be challenging for our team and our customers. It is imperative that you are equipped to balance the demands of work and personal life in a healthy and responsible way.  You are disciplined with high workloads, crises, maintaining stamina under continuing stress, remaining objective, restraining negative action, and taking constructive action when problems arise.Strong negotiation / resilience - skills to achieve  resultsA capacity for Problem solving & Ability to make tough decisions.Experience within Loss Recoveries and Legal processes would be an advantage but not essential.Effective listening skills & the ability to overcome objections.Bring an agile mindset - collaborating, learning, and staying flexible.Our team culture is important to us, that’s why we are looking for team mates who are Self motivated and take a proactive approach to problem solving. We seek those who are compassionate & caring,  dedicated to providing support to our customers when they need it the most.  Sound like you? That's a good sign!we offer a flexible working environment. 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…
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