Customer Specialist – Customer Assist

The Customer Specialist – Customer Assist is responsible for the efficient and effective collection/rehabilitation of overdue accounts to minimise delinquencies and losses. Our team are currently working from home conducting inbound/outbound phone-based collections.

In this role, you’ll be responsible for:

• Strategising and negotiating positive outcomes for all parties.
• Understand and comply with all regulatory requirements and quality standards.
• Provide the customer with the best solution and tools to assist with curing the account.
• Achieve collections standard by maintaining regular contact with identified overdue accounts, negotiating arrangements for repayments.
• Determining mutually agreeable solutions to rehabilitate accounts.
• Adhere strictly to all legislative requirements and credit policies to ensure that LFS’s position is protected at all times.
• Achieve departmental Key Performance Indicators (KPIs)
• Utilise self-management and problem-solving skills to effectively address customer concerns and resolve issues.
• Immediately escalate any potential compliance issues to the Delinquency Manager, Compliance, Legal, HR or through any Open Reporting channels

Ideally, we’re looking for the following: 

Experience & Knowledge .

• You have an engaging personality & excellent interpersonal skill.
• It goes without saying you are highly organised, with a collaborative work ethic.
• You have strong negotiation and resolution skills, computer literate and a continuous improvement mindset, identifying opportunities to improve the experience for our customers.
• Competent & proficient in various software
• The ability to work in a fast-paced environment, negotiate, handle multiple priorities and manage expectations
• Customer first mindset – understands what it takes to deliver exceptional customer experiences.
• Analytical and curious mind with strong investigative skills
• Strong communication and negotiation skills
• High Attention to detail and integrity with compliance

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!

Sound like you? That’s a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We’re Latitude, partners in money. Latitude may seem like the new kid on the block, but it’s taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer – but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.

• Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days
• Flexibility @ Latitude: Flexible work arrangements – balance work and personal responsibilities, Hybrid set up – work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
• Yearly salary reviews.

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.

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