Collections Outbound Agent

Responsible for:  

The primary objective of the consultant is to collect the outstanding amount customers owe to our client. Probe receives the outstanding account 30 days after the first instalment not being paid. The consultant will negotiate the best possible outcome with the customer to pay the outstanding amount. This is done by using effective communication and questioning skills to understand the customer's financial situation to determine the best outcome to repay the outstanding amount for the customer as well as our client. The consultant will also provide world-class service to the customers in an accurate, efficient and respectful manner on every call as measured by a range of performance metrics across Call Quality and Collections results.
 

Main Activities and Responsibilities:  

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.

• Complete all necessary training requirements and professional development opportunities. 

• Comply with Probe's privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

• Receive inbound and/or place outbound calls

• Negotiate and collect outstanding amounts owed to our client.

• Provide accurate and timely responses to inquiries coming through

• Manage and resolve customer complaints

• Identify and escalate priority issues

• Route calls to appropriate resources when necessary

• Document all information on customer interaction according to standard operating procedures

• Always strive for Good Customer Satisfaction and Experience

• Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client

• Ensure consistent performance based on a continuous improvement model

• Ensure that all Login and Passwords (both Internal & External) are kept confidential

• Participate in all Internal and External mandated training and/or seminars.

• Knowledge, understanding, and compliance with PROBE GROUP policies and procedures.

• Maintain knowledge of functional areas and company policies and procedures.

• Provide feedback to management concerning possible problems or areas of improvement.

• Perform other duties as assigned by management.
   

Core Competencies: 

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations

• Contribute to improvements in function/team

Client & Stakeholders

• Maintain effective working relationships with Managers & peers
   

Key Skills and Capabilities: 

• Excellent communication and listening skills, with the ability to communicate with and relate to a wide range of people

• Positive attitude and ability to work as part of a team to achieve mutual goals

• Confidence in dealing with objections and quickly building rapport with customers

• Excellent attention to detail and ability to work under time pressure

• Knowledge of Microsoft Word and Excel is desirable
   

Qualifications and Typical Experience: 

• 6 months plus experience in a customer service/sales position or related industry

• With Excellent English Communication (Oral and Written)

• Experience on the phone, email and live chat support preferred but not required Experience in Customer Service, Sales, Billing, Collections and Technical Support is preferred but not required

• Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction

• Collection experience (not mandatory)

• Resourceful, able to multitask and has high attention to details

• Self-motivated and able to work independently as well as contribute to cross-functional and global teams

• Flexible and can quickly adjust to frequent process and information changes

• Can work under pressure
   

Other Position Requirements: 

• Some interstate travel may be required

• Subject to business demands, additional hours may be required

• Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe

• May be required to travel and work across various sites

• Ability to work on a rotational roster between 8:00 am -8:00 pm AU Time Monday-Friday.