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Full-time Email Us Customer Care Manager - Collections (au / Nz Financial Account)

at Aspiree,inc (Anywhere)
Published at Feb 19, 2021

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• Leading specialist teams to manage the resolution of issues whilst also liaising internally with the Legal, Risk & Compliance team and externally with regulators where required
• Deploying a suite of financial assistance options that allows our customers to return to being able to make their regular loan repayments in a timely manner
• Undertake robust root cause analysis review of complaints received to identify improvements in process, technology or training in order to minimise further incidences
• Delivery of high quality verbal and written customer interactions which supports continuous improvement of the broader company CSAT score
• Ensuring all processes are conducted in line with regulation and company policy
• Review and improve the line of sight on performance through delivery of a suite of reporting using the PowerBI business analytics tool
• Work closely with key stakeholders across all business units to provide insight into complaints received and to track improvement actions
• Delivering enhancements to process with focus on automation and efficiencies whilst maintaining compliance requirements
• Training and development of the team members and direct reports with effective development plans in order to support their career progression
• Effective management of direct reports underperformers with thorough improvement plans in place plans to ensure business KPI’s are delivered consistently to a high standard
• Bachelor's degree holder
• At least 5 years of experience in leadership capacity
• Must have a background working in a BPO - financial services
• Must have experience handling / managing the following:
• (1.) Customer Care
• (2.) Claim management
• (3.) Collections - Australia / New Zealand financial account.

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Published at Feb 19, 2021
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