Customer Experience Specialist

About Us

InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.

We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.

Summary Description

As a Customer Experience Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.  

If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Duties and Responsibilities:

• Utilize excellent written and verbal communication skills to interact clearly and concisely with customers with the aim of providing a world-class customer service experience.

• Interact with customers through inbound channels including live chat, email, SMS and voice.

• Analyze customers’ concerns to understand why they are reaching out to us.  Be able to acknowledge customers' concerns, clarify the issue, determine the cause of the problem, select and explain the best solution and, if necessary, follow up to ensure resolution.

• Recommend potential process or technology improvements to internal InDebted teams based on daily interactions with customers.

• Align behaviors with InDebted’s values.

• Comply with applicable laws, regulations, policies, and procedures.

• Help thousands of customers on their debt free journey, using your deep understanding of our product and their situation  to help reach the best outcome and turn their experience into a positive event

• Actively participate in training initiatives to grow your skills and knowledge, for both this role and future opportunities.

• Meet and exceed key metrics:Productivity: 85%+Quality: 90+CSAT: Coming Soon

Experience and Skills:

• Self-motivated and resourceful -  You should possess critical thinking and problem solving skills to provide the highest level of service to customers.

• Highly dependable and flexible.

• A high level of proficiency with utilizing web-based tools to interact with customers and document steps taken.

• Ability to successfully multitask and interact with up to 5 different customers simultaneously through various digital channels.

Our Benefits 

Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:

Flexible working - We’re a global, fully remote team passionate about making work, work for you

Employee equity - Access to share options in something big

Flexible paid leave - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it for

Uprise - Our EAP Provider supports your physical, social & psychological wellbeing

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you