As a Collections Relationship Manager, we are looking for someone to:
* Manage a portfolio of accounts in arrears; working with customers and third parties to reach an appropriate outcome
* Complete reviews on escalated accounts to assess the situation and identify actions / next steps
* Work with third parties to ensure accounts under receivership and/or litigation are being managed appropriately
* Utilise effective questioning techniques to understand the customer circumstances, to identify the right approach for managing the account
* Deliver good customer outcomes, balancing customer and commercial requirements
* Identify and manage vulnerable customers to ensure the most appropriate support is provided
* Improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
Qualifications
Essential
* Experience of working in a Collections and Recoveries environment
* Ability to demonstrate end to end case management
* Able to problem solve and make decisions balancing customer and commercial considerations
* Able to have difficult conversations and objection handle
* Able to take a flexible approach; providing creative solutions and adapt to change
* An excellent understanding of what a good customer outcome looks like
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
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