Customer Experience Specialist
InDebtedDebt Collection company
United KingdomMid
Airtree
Australian Retirement Trust
Premier Capital Partners
Reinventure
Carthona
Perennial
Operations & Strategy
About the role
TL;DR
Deliver an unmatched experience to customers resolving past due accounts through various communication channels.
- •About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt.
- •Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences
- •all so we can change the world of consumer debt for good.
- •Founded in Australia, today we're a team of over 300 people living and working around the world.
- •We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East.
- •We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree.
- •Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.
- •As a Customer Experience Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.
- •If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.
- •Duties and Responsibilities: Leverage exceptional written communication skills to negotiate and interact effectively with customers via email, SMS and live chat, ensuring a seamless and empathetic customer experience.
- •Handle inbound customer communications through live chat, email, text message and phone calls , focusing on assisting customers resolve their accountAssess and understand customers’ situations to negotiate effectively and guide them toward favorable resolutions.
- •Apply collections experience to assist customers in creating and committing to repayment plans that suit their circumstances while aligning with regulatory and company objectives.
- •Adhere to InDebted’s core values and foster trust with customers through transparent and supportive communication.
- •Ensure compliance with all relevant laws, regulations, policies, and procedures.
- •Assist customers on their journey to becoming debt-free by using insights from customer interactions to propose tailored solutions.
- •Participate in ongoing training to enhance skills and stay updated on industry practices.
- •Consistently achieve and exceed key performance metrics: Experience and Skills: Experience in a multi-communication contact centreStrong self-motivation and resourcefulness, with excellent problem-solving and critical-thinking skills.
- •Proven ability to manage multiple customer interactions simultaneously across digital channels.
- •High proficiency with web-based tools and systems for customer interaction and documentation.
- •Reliability and adaptability to meet dynamic business needs Nice to Have Experience working in debt collection or other financial services company Experience working in an FCA regulated form
Required skills
NegotiationCustomer interaction management
Nice-to-have skills
Experience working in debt collectionExperience working in an FCA regulated form
Domain expertise
fintech
Tech stack
Go