Customer Specialist - Melbourne, Australia - Latitude Financial Services

Latitude Financial Services
Latitude Financial Services
Verified Company
Melbourne, Australia

4 weeks ago

Olivia Brown

Posted by:

Olivia Brown

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Description
The Team


We are a small and experienced team, who take a professional approach in educating customers about their account and next steps in the legal process, if all other avenues have been exhausted.

We aim to deliver the best outcome for both Customers and the business.

The role.

This is a blended Inbound & Outbound phone based recovery role focused on customer accounts post charge
- off. Accounts spanning across the entire Latitude portfolio including Motor Loan, Personal Loan, and Credit Card across AU & NZ. This also includes any related Admin work, recording customer expressions of dissatisfaction.


We utilise Skip trace activity to locate customers without contact details or where we have been unable to make contact on details provided.

Some key responsibilities

Promise to Pay and Payment Plans:

  • Obtain promises to pay from post charge-off accounts by setting and reviewing action dates.
  • Make realistic payment plans with customers using top notch negotiation skills.

Legal Process and Repossession:

  • Make sound decisions about the next step in the legal process if other avenues are exhausted.
  • Recommend repossession or legal action where required and within policy.

Debt Settlement and Administration:

  • Assess a customer's income and expenditure to determine their ability to pay.
  • Negotiate debt settlement payment plans, seeking to maximize net recovery.
Who are we looking for?

This is a unique position that can be challenging for our team and our customers.

It is imperative that you are equipped to balance the demands of work and personal life in a healthy and responsible way.


You are disciplined with high workloads, crises, maintaining stamina under continuing stress, remaining objective, restraining negative action, and taking constructive action when problems arise.


  • Strong negotiation / resilience skills to achieve results
  • A capacity for Problem solving & Ability to make tough decisions.
  • Experience within loss recoveries and Legal processes would be an advantage but not essential.
  • Effective listening skills & the ability to overcome objections.
  • Bring an agile mindset collaborating, learning, and staying flexible.


Our team culture is important to us, that's why we are looking for team mates who are Self motivated and take a proactive approach to problem solving.

We seek those who are compassionate & caring, dedicated to providing support to our customers when they need it the most.

Sound like you? That's a good sign

we offer a flexible working environment.

We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money.


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.

Always living and breathing our values.

Act Right, Show Care, Be Curious.

  • Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._
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