About this role
About the Role
As a Collections Specialist, you'll deliver a genuinely great experience to customers taking their first step toward financial fitness by resolving past due accounts. Our Customer function is customer-obsessed by design, and you'll be an integral part of the global Customer Experience team that has earned more than 2,400 five-star Google reviews, making InDebted the highest-rated company of its kind in the world.
Work rights. Full working rights in the United States required; we're not able to sponsor a visa for this role.
What You'll Do
- Engage customers primarily through outbound and inbound calls, supported by digital tools, to help resolve past due accounts
- Negotiate clearly and confidently, following the payment hierarchy: payment in full, then settlement, then payment arrangement
- Work through stalls, objections, disputes and complaints in line with company policy and regulations
- Listen closely to each customer's situation, clarify the issue, and explain the best path forward
- Partner with your Team Leader to resolve escalated cases
- Meet scorecard targets while living our InDebted values
- Follow all applicable laws, regulations, policies and procedures
What You'll Bring
- At least three years of recent collections experience
- A track record of strong performance in collections
- Excellent written and verbal English communication
- Empathy balanced with a results-oriented approach
- Strong negotiation skills, including handling stalls, objections and disputes
- Experience with collections management systems (e.g. FACS) and dialer platforms
- Comfort navigating web-based tools
- Flexibility to work eight-hour shifts, including occasional Saturdays
- Self-motivation and resourcefulness
- Experience working in a fast-paced team, collaborating virtually with a US-based team
What Success Looks Like
A few months in, you're consistently hitting your scorecard targets, customers describe your calls as clear, respectful and genuinely helpful, and your Team Leader trusts you to manage escalations with confidence.
About InDebted
Changing the world of consumer debt for good. Founded in Sydney in 2016, we have supported more than five million customers across seven regions, with more markets on the way.
Equal opportunity
We hire on merit and welcome applicants of every background, including Aboriginal and Torres Strait Islander people. Need an adjustment at any stage? Let us know in your application, or reply to any email from us.
Recruitment fraud notice
All roles we advertise are listed at indebted.co/careers, and recruitment emails from InDebted come from an @indebted.co address. InDebted never asks candidates for payment. If you receive a job offer or request that claims to be from InDebted but doesn't match these details, please don't send money or personal information, and report it to the fraud reporting authority in your country.