KEY RESPONSIBILITIES
- Act as the first point of contact (inbound calls/emails) for Wisr customers experiencing financial difficulties
- Contact customers who are in early arrears and actively advise them on their payment options to get back on track
- Process over-the-phone arrears payments
- Liaise with the case management team to ensure customers are being supported when going through financial hardship.
- Ensure collections activities are performed in line with NCCP, Privacy Act, debt collections guidelines, credit reporting framework, and within relevant internal policies and guidelines.
- Effectively communicate and build rapport with customers
- Facilitating customers who wish to pay out their loan, amend account details, and set up payment arrangements
- Coordinate the issuance of default and legal notices
- Liaising with our external partners or third parties to ensure we are supporting Wisr customers
- Ad hoc tasks as required
MEASURES OF SUCCESS
- Number of daily calls handled
- Number of daily emails handled
- Daily team telephone grade of service (GOS)
- Daily team email response times and backlog
- Achieve set targets of promise-to-pay arrangements from outbound calls.
- Achieve a high standard of QA (addresses compliance, communication and conduct requirements in full).
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
- Prior experience working within a collections role is highly advantageous.
- Strong knowledge of relevant legislation such as the National Consumer Credit Protection Act, Australian Privacy Principles, Debt Collections guidelines and the Credit Reporting framework.
- A proven track record of providing superior customer service in a fast-paced environment handling high volumes of calls
- Solid verbal and written communication skills with the ability to speak appropriately with people of all levels
- Excellent attention to detail, time management skills and ability to multi-task
- A genuine interest in finding solutions for customers
- Strong dispute-handling and resolution skills
- Excellent negotiating skills
- Tech savvy, inquisitive, and the ability to pick up new programmes and processes quickly
