Debt Collections Officer

Our client AGL are seeking Debt Collections Officer to join them on a contract basis. There are multiple contract opportunities in this space and provide a great opportunity to join the Complex Collections team. These roles will be commence in early Jan 2023 and be based in Melbourne CBD offices. The incumbent will display behaviours which reflect and actively demonstrate alignment to the AGL Values of: Care in every action, Integrity always, Better together, Deliver your best and Shape tomorrow.

Key purpose of this role (and team)
Credit Collections aims to minimise overdue accounts, prevent bad debts, whilst consuming the least amount of resources and upholding optimal customer experience.
The Complex Collections team is responsible for managing & optimising high value & highly aged debt collections across AGL's most indebted residential customers. The team ultimately aims to identify opportunities to resolve customer indebtedness upstream and improve customer engagement in the collections lifecycle.

The Collections Officer is responsible for credit management/collections activity the complex collections portfolio, primarily focused on maximising AGL's cash flow and minimising Bad Debt whilst maintaining a healthy customer experience.

Key accountabilities of this role

• Ownership and accountability of the debt position of the customers reporting within their debt portfolio
• Strong commercial decision making around risk vs revenue
• Sound commercial risk analysis of their Debt portfolio
• Pro-active engagement of Key Stakeholders to maximise returns
• Exceptional Customer Service (Internal and External) with Financial objectives in mind
• Holding internal and external stakeholders accountable
• Completing complex reconciliations across customers including reviewing account & interaction history to determine recommended approaches to customer
• Initial and proactive management of complex cash lock up disputes
• Robust reporting to target bang for buck, and complete trend analysis
• Awareness of overall Team results. Supporting Colleagues. Understanding Team Debt

You'll have:

• Proven Assertive and negotiation skills
• Proven interpersonal skills with high quality written and verbal communication skills
• Attention to detail
• Self managing, pro-active, good time management skills
• Sound conflict resolution skills
• Goal orientated, thriving on meeting & exceeding targets
• Strong Risk Analysis skills leading to sound decision making
• Strong and proven strategic and conceptual skills
• Intermediate Excel skills
• Strong presentation skills with clear concise communication
• Good PowerPoint skills
• SAP experience preferred

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