Managing a blend of inbound and outbound calls, telephone-based collection/recovery activity, using negotiation skills to obtain payment plan / promise to pay.
The role.
Your main aim is to manage inbound and outbound calls with Latitude customers covering both NZ and AU and make realistic payment arrangements using your empathy and negotiation skills.
Key responsibilities:
- Collection/recovery activity on post charge-off accounts, utilising an auto-based dialler system.
- Obtain promise to pay from post charge-off accounts, by setting and reviewing action dates.
- Complete skip trace on customers we have no contact details for / have been unable to make contact with on numbers provided.
- Make sound decisions about the next step in the legal process, if all other avenues have been exhausted.
- Recommend repossession or legal action where required, and within policy.
- Assess a customer's income and expenditure to determine customer's ability to pay and make decisions according to the customer's individual situation.
- Consider and/or negotiate debt settlement arrangements seeking to maximize net recovery.
What we are looking for:
As our Assist teams incorporate all areas of skip tracing, debt recovery, repossessions, and investigations we are looking for people who can adapt to change in business requirements and flex to all areas of Assist that we cover.
- Strong collections background is essential to hit the ground running
- Ability to think on your feet – a true problem solver
- Solid investigative skills with the ability to think outside the box
- Understanding of recoveries and credit processes
- Strong Communication, Negotiation and Conflict Resolution skills
About Latitude
Latitude may seem like the new kid on the block, but it’s taken us almost a hundred years to become an overnight success. Digital payments, cards, loans and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
We are in the process of transforming our business, placing our customers at the centre of everything we do. It’s an exciting time to be a part of Latitude Financial Services.
Our culture
At Latitude, we really value our people. We are a high achieving close-knit team of specialist who celebrate success at every opportunity. We continually strive to provide the best service / outcome for our customers.