The Team & Culture
Our Customer Assist function is continually evolving and extremely focused on supporting our customers with solutions that restore financial health. We operate in a dynamic and fast paced environment with a people and performance focused culture.
The Role
The Customer Assist Specialist will conduct inbound & outbound telephone-based collections activity from 1-119 days past due for Personal Loan and Motor Loan accounts. You will Identify Customer needs including Hardship or dissatisfaction and then educate Customers about their account and next steps in the process if all other avenues have been exhausted.
Key Responsibilities/Accountabilities
- Obtain promise to pay from overdue accounts, by setting and reviewing action dates, with the view of getting accounts to an up-to-date status.
- Make realistic arrangements with the customers to bring the account up to date using negotiation skills.
- Appropriately determine what tools will assist the customer to rehabilitate their account and discuss the benefits of this to the customer.
- Ensure actions comply within policy, procedure, and strict legislative guidelines.
- Work within a team-based environment responsible for achieving personal KPI’s.
- Strive to remove customer pain points and obstacles to deliver outstanding customer service.
About You
This role requires a level of resilience and the ability to think outside the box, be ready to use your negotiation skills and make some tough decisions. Considering the nature of business for our team we need someone with sound judgement and the ability to connect with a variety of people and really appreciate their individual situation.
Ideally you will possess the following:
- Proven ability to provide excellent service preferably in a Collections environment.
- Solid investigative skills with the ability to think outside the box
- Excellent communication with strong capabilities to articulate complex information.
- Proactive, self-driven, adaptable & motivated.
- Problem solving and negotiation capability.
- Strong understanding of compliance requirements, financial industry principles and regulations.
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 embarking on a transformation journey to flip / change the way we service our customers, it’s an exciting time to be a part of Latitude Financial Services.