Customer Relationship Specialist

Key Responsibilities

• Manage a portfolio of delinquent accounts and conduct thorough reviews of account
  histories, payment records, and documentation to assess the status of debts and determine
  appropriate recovery strategies.
• Utilize skip tracing techniques and investigative methods to locate and contact debtors who
  have defaulted on payments or become unresponsive, ensuring accurate and up-to-date
  contact information for effective communication.
• Initiate contact with debtors via phone, email, and written correspondence to negotiate
  repayment plans, settlements, or other resolutions, demonstrating professionalism,
  empathy, and persistence in all interactions.
• Document all communications, payment arrangements, and agreements with debtors
  accurately and comprehensively in the collections system, maintaining detailed records of
  each interaction and account status updates.
• Collaborate with internal stakeholders, including collections team lead, legal, and compliance,
  to address complex debt recovery issues, escalate accounts as necessary, and ensure
  compliance with regulatory guidelines.
• Provide regular updates and reports on account statuses, recovery efforts, and key
  performance metrics to collections team leaders and management, highlighting successes,
  challenges, and opportunities for improvement.

Qualifications:

• At least 2-3 years of experience in debt recovery, collections, or related field, with a strong
  background in Australian collections practices and skip tracing techniques is a must.
• Proven track record of successfully recovering outstanding debts and negotiating payment
  arrangements with debtors in a professional and ethical manner.
• Proficiency in skip tracing techniques, including database searches, public records, and investigative methods, to locate and contact debtors effectively.
• Excellent negotiation, communication, and interpersonal skills, with the ability to build rapport, diffuse tension, and achieve mutually beneficial outcomes in debt recovery negotiations.
• Strong attention to detail and accuracy, with the ability to analyze account information, identify discrepancies, and develop appropriate solutions to facilitate debt recovery.