Complex Collections Lead - Melbourne, Australia - AGL Energy

AGL Energy

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you're set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now's an extraordinary time to work with us.

We're taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That's what we call progress. To achieve it, we're bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role

Brand new team in our high performing Collections department
Fixed term leadership opportunity until July 202
Melbourne or Adelaide based

The Complex Collections team is responsible for managing & optimising high value & highly aged debt collections across AGL's most indebted residential customers.

The team ultimately aims to identify opportunities to resolve customer indebtedness upstream and improve customer engagement in the collections lifecycle.

The Complex Collections Lead will provide leadership to a hybrid team of credit specialists & collections officers to effectively and compliantly resolve aged debtors within the complex collections portfolio.

The Complex Collections Lead will also provide coaching and support for the team around meeting agreed targets to support positive commercial outcomes for AGL whilst maintaining customer experience.

For the right person, this is truly an opportunity where we will support you to get to the next stage of your career.

What you'll be doing (Main key responsibilities)

Execute the Customer Collections strategy to maximise cash flow, deliver on customer experience and minimize AGL's exposure to risk particularly Bad & Doubtful Debts
Develop and monitor performance metrics for the team including customer collections, aged debt and customer service metrics for all customer segments
Manage the age debt of customers through the Aged Trial Balance (ATB) on a daily basis and seek best practice methods to deliver the commercial outcomes that uses a "firm but fair" customer service and commercial outcomes
Ensure the Customer Collections team is appropriately resourced, trained and performs to agreed KPI's
Be a point of reference for the team to escalate customer and collections issues for timely resolution
Deliver 1:1 performance conversations that measures each team member against key metrics in line with the Complex Collections Strategy.
Support the team to interpret the Customer Collections strategy and plan and how that relates to the daily activities
In conjunction with the Complex Collections Manager, provide clear, regular and effective communication, direction, priorities, goals and objectives to the team that aligns their behaviour and performance
Refresh your own knowledge periodically to keep ahead of changes in processes and customer interactions to always be the key go to person within the team for any issues that are escalated

About You

What you'll bring to the table:

Strong coaching and sound negotiating and influencing skills
Extensive credit & financial operations experience (preferred)
Selfmotivated and outcome oriented, leading primarily by personal example with drive and performance, but at the same time having the ability to delegate effectively
Proven interpersonal skills with high quality written and verbal communication skills
Ability to get strong commercial outcomes while managing customer experience
Strong effective proven Credit Risk Analysis skills
Strong and proven strategic and conceptual skills
Strong Excel skills (intermediate)
Experience in leading teams with commercial and customer experience objectives
Experience in inspiring high levels of employee engagement

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences.

We also recognise that some applicants may not wish to disclose, and we respect their decision.

To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:

Job Family Group:
Credit