Address
Form of workEarly Arrears Officer
Location - Flexible
This role reports to the Customer Solutions Team Leader and supports internal and external customers in providing a range of best in class customer service and collection services.
Responsibilities
- Manage the 1-30 arrears queue of work delivered via the outbound dialler.
- Make outbound and take inbound calls from customers and or business partners in accordance with set KPIs.
- Responding to written correspondence received from customers and/or our business partners/dealer network.
- Identifying risk and ensure matters are escalated promptly to help mitigate losses, complaints and or poor customer and or business outcomes.
- Negotiate Payment Plans: utilising active call listening skills and collections skills to establish immediate payments or suitable payment plans while also delivering an exceptional customer experience.
- Maintain Customer Records: keep clear, concise, and accurate customer records in the Company’s designated systems each time customer contact or attempted contact is made. Ensuring data accuracy is maintained by way of updating important information correctly, such as bank account details and address information.
- Ensure all actions meet regulatory requirements governed by the NCCP, Privacy Act, RG 165 and internal processes and procedures are maintained at all times.
- Taking ownership of complex matters and participating in change implementation activities.
- Contribute to the success of the wider Retail Operations team, by supporting other areas from time to time.
Your background
- Demonstrable knowledge of Financial Services/ Automotive Finance Industry or similar.
- Relevant customer service, collection, loss recovery and or credit experience in a fast paced responsible lending environment working to set KPIs.
- Sound understanding of the Debt Collections Guidelines.
- High level of knowledge and experience in skip tracing, using various skip tracing tools and strong negotiation skills when dealing with customers.
- High level of attention to detail.
- Ability to communicate with Senior Management both verbally and in written communication.
- Demonstrated ability to learn and explain complex processes.
Benefits of working at Allied Credit
- Hybrid working arrangements, we are always willing to discuss flexible working options.
- Access to our exclusive corporate superannuation fund.
- Salary Continuance Insurance (covering TPD insurance).
- Discount offers on selected retailers, car loans and novated leasing options.
- Ongoing extensive in-house and external learning & development opportunities.
- Wellness day with ongoing wellbeing, diversity program & fund-raising events.
- Paid parental leave.
For further information on Allied Credit, please visit our website at https://alliedcredit.com.au/.
Please contact Alex Kelly on 0484 109 *** for a confidential discussion or email **@alliedcredit.net.au for further information.
