What are the responsibilities and job description for the Customer Experience Specialist - Voice, Remote position at InDebted?
About InDebted
InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change the world of consumer debt for good.
Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
As a Customer Experience Specialist, your primary role is to utilise your outstanding verbal and written communication skills to interact with customers who have outstanding debts. Your goal is to negotiate sustainable repayment plans and settlement agreements that align with both the customer's capabilities and our client's objectives.
If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something great and help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.
Duties and Responsibilities :
- Utilise excellent verbal and written communication skills to engage with customers who have outstanding debts, with the purpose of negotiating sustainable repayment plans and settlement agreements.
- Provide an excellent customer service experience to all customers whilst attempting to assist them with the resolution of their debt.
- Analyse and acknowledge all customer concerns, clarify issues, determine the cause of the problems, recommend and explain the best solution for customers, assist customers to understand their options in line with client requirements and, if necessary, follow up to ensure resolution.
- Recommend potential process or technology improvements to internal InDebted teams based on daily interactions with customers.
- Meet and exceed both client and company scorecard targets.
- Comply with applicable laws, regulations, policies, and procedures.
Must-Have :
Nice to Have :
Our benefits
Adaptive working - We're a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you're able to balance work and life
Flexible paid leave - Our trust-based leave model isn't capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and / or leader in your home country
Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
