This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take responsibility for the collections portfolio by overseeing overdue accounts and ensuring timely and appropriate follow-up.

• Interact directly with customers through phone, email, SMS, and WhatsApp to negotiate payment plans, returns, and other suitable resolutions.

• Handle complex cases involving hardship, vulnerability, disputes, and complaints, escalating when necessary.

• Advance defaults and recoveries, including credit reporting, external collections, and recovery processes.

• Oversee external partners, such as collection agencies, field visits, and skip tracing as required.

• Identify trends, analyze results, and suggest enhancements to collections strategies, processes, communications, tools, and automation.

• Maintain thorough records and controls, accurately documenting actions and decisions while adhering to applicable regulatory standards.

• Manage customers throughout the arrears lifecycle, agreeing on appropriate and sustainable solutions that maximize recoveries while minimizing losses.

⛳️ Requirements

• Significant experience in collections, recoveries, or arrears management.

• Demonstrated ability to take ownership of accounts and effectively resolve arrears through customer engagement.

• In-depth knowledge of Australian consumer collections regulations, including debt collection conduct, financial hardship, defaults, enforcement, and default listing.

• Exceptional written and verbal communication skills.

• Ability to manage challenging conversations in a calm, constructive, and pragmatic manner.

• Strong judgment, initiative, and sense of ownership.

• Confidence in determining the appropriate course of action across various customer scenarios.

• Capability to identify patterns from customer interactions and convert them into actionable improvements for collections strategies and processes.

• Proficient in using collections systems and reporting tools to manage a portfolio and gauge performance.