The Opportunity:

This Lead Collections Officer role is with a Tier 1 Telecommunications provider managing a team of Offshore Collections Officers. You will posses detailed knowledge of high-volume transactional Collections management operations and case management in either Telco, Banking or Utilities.

Experience in managing a Hardship function and knowledge of Hardship Regulatory requirements is also advantageous. You'll possess excellent negotiation skills and are effective at building relationships with both internal and external partners through consistent engagement, transparent communication, and clear delivery of objectives.

Rate: $400/day to $450/day + Super
Location: Melbourne CBD
Duration: 12 months
Flexible work: 3 days office/2 days work from home

Your responsibilities will include:

• Ensure team Collection KPI's are met or exceeded
• Ensure the teams escaltions are tracked and reported on
• Investigate and track complex customer complaints and disputed claims
• Provide high-quality customer service
• Ensure knowledge and compliance with legislative, financial and administrative frameworks
• Develop procedural and technical expertise in relation to claims and plan funding management

Requirements:

• Previous experience in customer service environments
• Proficiency with IT systems
• Demonstrated ability to work within a team and autonomously
• Must posses valid working rights in Australia
• Anyone from a claims / insurance / Collections background highly encouraged to apply
• Experience with offshore/BPO collection teams and/or processes