The Company...
Our client is a well-established, market-leading financial services organisation based in Macquarie Park with a strong reputation for providing innovative products and outstanding customer support. They are committed to delivering positive customer experiences, operating with integrity, and fostering a professional and collaborative workplace culture.
The Role...
Reporting through to the Recoveries Team Leader, you will be responsible for the following duties:
- Acting as the first point of contact for inbound and outbound calls, assisting customers with general account enquiries, product information, and service support.
- Providing exceptional customer service by actively listening, understanding individual needs, and delivering accurate, timely solutions.
- Responding to queries regarding accounts, billing, transactions, and general service matters in a professional and empathetic manner.
- Educating customers on company products, services, and processes to help them navigate their accounts with confidence.
- Liaising with internal departments to follow up on customer enquiries and ensure prompt issue resolution.
- Meeting service-level KPIs, with a focus on quality of service, call handling times, and overall customer satisfaction.
To be successful in this role, you will have experience in:
- 12+ months experience in a collections environment within financial services, ideally in asset finance.
- A strong customer-centric mindset with the ability to guide clients through financial discussions professionally and compassionately.
- Supporting clients through the recovery process and working with them in a collaborative manner to work out the best outcome for both the organisation and the customer.
- Communicating with internal and external parties where needed to solve customer queries.
- A proactive, solution-focused attitude and comfort working in a dynamic, target-driven environment.
- Comfortable working to KPI’s & targets while maintaining compliance standards.
- Ability to build relationships with a customer centric approach to collections.
- Maintaining compliance with the Privacy act 1988, Australian consumer law, and ACCC &ASIC debt collection guidelines.
If you have end to end collections experience and looking to move away from high volume collections and focus on commercial collection outcomes, this could be the role you are looking for. Apply today by sending your CV to jquigley@sbrecruitment.com or call Jenny on 02 9002 5005 for a confidential conversation.
