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Collections and Customer Service agent

Sydney, Australia
Closing date
Mar 4, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
At Douugh, we count on the customer service team to be the first line of communication with our customers, deliver a great experience and build strong customer relationships.

We're looking for a highly skilled Collections Agent who can work in the Customer Service team and lead the charge on Small Loan (Spots) and missed Fee collections. This will be a hands-on role with an 80% focus on collections and 20% focus on Customer Service but always with a 100% focus on customer care.

Douugh is one of the most exciting fintechs in Australia. Listed on the Australian Stock Exchange, Douugh is a fast paced startup that is revolutionizing how everyday people Spend, Save and Grow their money, to become financially independent.

About the Role

You will be a skilled Collections Agent who can work in the Customer Service team and lead the charge on Small Loan (Spots) and missed Fee collections. This will be a hands-on role with an 80% focus on collections and 20% focus on Customer Service but always with a 100% focus on customer care.

As such you will be tasked to proactively manage and systemise all collections, as well as all carry out customer account management functions as they relate to customer queries.

This can include anything from building new ways to communicate with customers, arrange and manage payment programs, handle simple customer account maintenance, to working with the engineering team to solve technical issues, investigating transaction issues, as well as supporting onboarding.

The ideal candidate will be able to work directly with the CS team and COO to the high standards we have for working with our customers. You'll be a quick learner who can think on your feet and resolve any issues with a customer-first business mentality.

The most successful candidate will have the tenacity, communication and interpersonal skills needed to be a successful collections specialist, provide support, answer questions, and resolve issues in an efficient manner. Over time and as the company scales its Australian business the ideal candidate may grow the team and develop into a hands on team leader.

Objectives of this role:

  • Manage a growing volume of collections and inbound and outbound calls, emails, and chats with knowledge and efficiency
  • Identify and address customer needs, with a goal of total satisfaction
  • Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers
  • Meet department SLAs
  • Follow company guidelines and procedures for communications with minimal supervision

  • Pro activity and successfully manage small loans and fee collections for Douugh
  • Recommend improvements to company processes for efficiency for collection
  • Maintain and agreed default rate
  • Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
  • Respond quickly, professionally, and accurately to customer inquiries
  • Build expert, dynamic knowledge of the company's products and services
  • Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
  • Maintain daily recordings and documentation of issues and resolutions

Non negotiables:
  • 3+ years working as a Collections Specialist / Agent
  • 1+ years experience as a Customer Service Agent or Account Manager
  • Experience working a Fintech or dynamic financial services environment specializing in Small Loans, BNPL, Cash Advance etc.
  • Has a solid understanding of finance, non regulated lending and Know Your Customer and financial transactions.
  • Has solid experience with Intercom, as well as Salesforce, Chat and other technology systems
  • Ability to work independently with minimal direction or supervision
  • Outstanding customer service skills
  • Advanced computer skills
  • Excellent verbal and written communication skills
  • High problem-solving and analytical skills
  • Thrives in a dynamic and complex business environment, supporting multiple product sets and navigation of diverse system applications
  • Eagerness to learn and accept challenges
  • Strong organizational and time management skills

Your Opportunities at Douugh:

  • A great place to work with varied exposure to different processes and teams and somewhere you can succeed and develop
  • Opportunities to be involved in new initiatives and have ownership of tasks focused on continuous improvement with shared interests of the company.

Douugh is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.

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