Experienced Customer Account Manager – Debt Resolution and Collections

About arenaflex

arenaflex is a pioneering organisation that provides innovative solutions to support consumers in resolving their debt. With a strong focus on technology and a human touch, we utilise machine learning and AI to personalise the collections journey and champion positive customer experiences. Our mission is to revolutionise the world of consumer debt, making it smoother and more human for everyone involved. Founded in Australia, arenaflex has grown rapidly to become a global team of over 300 people, with operations in North America, the United Kingdom, Europe, Latin America, and the Middle East. We've achieved significant milestones, including a $50m revenue and a recent Series C funding round backed by leading investors. As we continue to expand and innovate, we're excited to welcome talented individuals to join our team and contribute to our mission.

Role Overview

We're seeking an experienced Customer Account Manager to play a pivotal role in transforming the way we handle debt recovery and customer experiences. As a key member of our team, you'll utilise your exceptional verbal and written communication skills to engage customers empathetically and negotiate optimal repayment solutions that respect their circumstances and meet our customers' needs.

Duties and Responsibilities

As a Customer Account Manager, you'll be responsible for:

• Utilising 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.
• Providing an excellent customer service experience to all customers whilst attempting to assist them with the resolution of their debt.
• Analysing and acknowledging all customer concerns, clarifying issues, determining the cause of the problems, recommending and explaining the best solution for customers, assisting customers to understand their options in line with client requirements, and, if necessary, following up to ensure resolution.
• Recommending potential process or technology improvements to internal arenaflex teams based on daily interactions with customers.
• Meeting and exceeding both client and company scorecard targets.
• Complying with applicable laws, regulations, policies, and procedures.

Experience and Skills: Must Have

To be successful in this role, you'll need:

• A minimum of 2 years of experience in Australian collections and voice-based customer service roles.
• Demonstrated experience in role rate management.
• The capability to work effectively in a remote setting and ensure a dedicated and professional workspace conducive to productivity.
• Strong verbal skills and call control, as this role will interact with customers primarily through outbound and inbound voice channels.
• Excellent organisational and multitasking abilities.
• Diligent and results-driven approach.
• 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, with critical thinking and problem-solving skills to provide the highest level of service to customers.
• 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'll have:

• Mastered client expectations and knowledge of client requirements, working with some of the largest financial services clients in Australia.
• Consistently exceeded KPIs and recovery targets, earning fantastic incentives for doing so.
• Demonstrated flexibility and expertise across different customer scenarios and assisted many customers to optimal resolutions.
• 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 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!

Join arenaflex Today

If you're passionate about transforming the world of consumer debt and delivering exceptional customer experiences, we'd love to hear from you. Apply now to become a part of our dynamic team and contribute to our mission to make a positive impact on people's lives. Apply for this job