Experienced Customer Account Manager (Collections) – Debt Resolution and Customer Experience Expert
At arenaflex, we're revolutionizing the way organisations approach debt recovery and customer experiences. As a Customer Account Manager (Collections), you'll play a pivotal role in transforming the way we handle debt resolution and customer interactions. With a focus on empathy, negotiation, and customer-centric solutions, you'll work closely with our clients and customers to deliver exceptional results and drive business growth.
About arenaflex
arenaflex is a leading provider of innovative solutions for organisations seeking to improve their debt recovery and customer experience strategies. Founded in Australia, we've grown to become a global organisation with a team of over 300 people working across North America, the United Kingdom, Europe, Latin America, and the Middle East. With a revenue of $50m and growing, we're backed by leading investors and are committed to making a positive impact on the world of consumer debt.
Role Overview
As a Customer Account Manager (Collections), you'll be responsible for engaging with customers who have outstanding debts, negotiating sustainable repayment plans, and providing exceptional customer service. You'll work closely with our clients and customers to understand their needs and develop tailored solutions that meet their requirements. With a focus on empathy, negotiation, and customer-centric approaches, you'll drive business growth and deliver exceptional results.
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 arenaflex teams based on daily interactions with customers.
- Meet and exceed both client and company scorecard targets.
- Comply with applicable laws, regulations, policies, and procedures.
Experience and Skills: Must Have
* A minimum of 2 years experience in Australian collections and voice-based customer service role.
- Demonstrate experience in role rate management.
- Demonstrate the capability to work effectively in a remote setting and ensure a dedicated and professional workspace conducive to productivity.
- This role will interact with customers primarily through outbound and inbound voice channels, so strong verbal skills and call control are required.
- Excellent organisational and multitasking abilities.
- Diligent and results-driven.
- Strong communication skills, proficient in both verbal and written formats.
- Detail-oriented with a commitment to accuracy.
- Ability to work effectively both independently and as part of a team.
- Proficient in data and process management.
- Self-motivated and resourceful – You should possess critical thinking and problem-solving skills to provide the highest level of service to customers.
- Highly dependable and flexible.
- A high level of proficiency with utilising web-based tools to interact with customers and document steps taken.
- Strong negotiation skills.
- Experience working in a fast-paced environment.
- Familiarity with debt collection regulations in Australia.
- Ability to work in accordance with Australian time zone between the hours of 8:30 am-5 pm.
What Does Success Look Like?
After 12 months, you will have:
- Mastered client expectations and knowledge of client requirements. We work with some of the largest financial services clients in Australia.
- Consistently exceeded KPIs and recovery targets, and earned fantastic incentives for doing so!
- Demonstrated flexibility and expertise across different customer scenarios and assisted many customers to optimal resolutions.
- You will have contributed to our culture of continuous improvement and upheld our high standards of customer-centric resolutions.
Additional Information
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 arenaflex, 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. arenaflex is an Equal Opportunity Employer. For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!
Why Join arenaflex?
* Be part of a dynamic and growing organisation that's making a positive impact on the world of consumer debt.
- Work with a talented team of professionals who share your passion for customer-centric approaches and debt resolution.
- Develop your skills and expertise in a fast-paced and supportive environment.
- Enjoy a competitive salary and benefits package, including opportunities for career growth and professional development.
- Contribute to our culture of continuous improvement and uphold our high standards of customer-centric resolutions.
How to Apply
If you're a motivated and customer-focused individual with a passion for debt resolution and customer experience, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to our talent acquisition team. We can't wait to hear from you and explore how you can join our team at arenaflex! Apply for this job