Customer Experience Specialist (Collections - Digital) - Remote

Overview

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.

In Short

• Engage with customers via digital channels (email, SMS, live chat).
• Negotiate payment solutions and achieve optimal payment outcomes.
• Balance collections performance with exceptional customer experiences.
• Handle high volumes of customer interactions efficiently.
• Document all communications and resolutions accurately.
• Assist customers in creating repayment plans.
• Identify potential process improvements based on customer interactions.
• Ensure compliance with laws and internal processes.
• Participate in ongoing training to enhance skills.
• Achieve key performance metrics consistently.

Requirements

• Experience in collections and negotiation.
• Strong self-motivation and problem-solving skills.
• Ability to manage multiple customer interactions simultaneously.
• High proficiency with web-based tools for customer interaction.
• Reliability and adaptability to meet business needs.

Benefits

• Remote first team with flexible working schedules.
• Trust-based leave model without standard entitlements.
• Budget for remote work set-up.
• Work from anywhere scheme for up to 4 months.
• Gender neutral parental leave of 16 weeks.