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Specialised Collections Officer - Fleet (6 month fixed term contract)

Date: 12-Jun-2019

Location: Melbourne, Australia

Company: Singtel

The Financial Services Consultant is a key role in providing credit management to Optus customers across a range of Optus technologies and services.

The Financial Services Consultant protects the interests and success of Optus through inbound/outbound contact with customers who have overdue balances, experience hardship or vulnerability and/or perceived credit risks to Optus. You will possess strong communication skills to enable you to negotiate positive outcomes whilst delivering excellent customer experience by resolving issues that hinder effective collection. You will work in a fun and supportive team environment with leaders and consultants who love what they do and live by the contender spirit.

The role has a direct impact of financial performance of the company, including level of bad debt, write-offs and managing customer satisfaction and internal and external stakeholder relationships.

Key responsibilities include:

  • Utilising effective collection skills to ensure customer promises are kept and maximum dollars collected in the shortest possible time frame
  • To build customer rapport whilst dealing with customer contact via an Inbound call queue or engaged in high volume Outbound collection call campaigns
  • Ensure that all queries and requests generated by the customer are resolved within agreed time frames
  • Effectively handle customer complaints and minimise escalation's always endeavouring to negotiate win/win outcomes
  • Use effective Customer Experience skills to drive outstanding service Position Description
  • To be an active team player and contribute constructively in the team environment
  • To rotate from a customer-facing role to administrative support functions as required
  • Familiar with Optus products and services
  • Demonstrate understanding of relevant legislative guidelines eg: Privacy Laws, Trade Practices and Credit Acts, ACIF and TIO requirements
  • Reduce churn by utilising demonstrated negotiation skills



The perks

Optus is a place where we let you do you.  We offer all kinds of benefits, such as:

  • Work collaboratively in an open, agile environment with flexible working hours and location
  • Discounts with over 400 companies Australia wide (Technology, Retail, Home, Fashion and more!)
  • Mobile & Internet discounts, Novated Car Leasing, and other Financial benefits
  • Onsite facilities at Macquarie Park such as a Gym, GP, Mini-Mart, Cafes
  • Training, Mentoring and further learning opportunities
  • Social events, social clubs and sports teams!
  • Regular visits by our various partners, such as mobile dentists, food trucks, charities, independent retailers and fruit vendors!
  • Staff buses to Epping and Wynyard, and back again


About you

You are a self-starter with a curious mind and collaborative attitude, preferred skills and experience include:

  • History of consistently high achievement in customer service with a desire towards achieving targets.
  • Strong conflict resolution, negotiation and assertiveness skills
  • Credit/Collections experience
  • Great communication skills and ability to build relationships with diverse teams
  • Have intense curiosity - a desire to go beneath the surface of a problem, find the questions at its heart and distil them into a very clear set of hypotheses that can be tested

About us

At Optus, we don’t sit back and let the future happen to us – we’re out there making it.  By expanding into new technology and relentlessly improving every day, we’re working to create a better tomorrow for all Australians.