Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Customer Experience Specialist (Collections - Digital) image - Rise Careers
Job details

Customer Experience Specialist (Collections - Digital)

About InDebted


InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.


Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.


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. In this role, you will engage with customers via digital channels (email, SMS, live chat) to address their inquiries, negotiate payment solutions, and achieve optimal payment outcomes. You will be responsible for balancing the need to maximise collections performance with a commitment to delivering exceptional customer experiences, adhering to regulatory requirements, and ensuring compliance with internal processes. Your ability to blend empathy, compliance and process adherence, and performance-driven collections strategies will be key to success in this role.


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:
  • Leverage exceptional written communication skills to negotiate and interact effectively with customers via email, SMS and live chat, ensuring a seamless and empathetic customer experience.
  • Utilise effective negotiation techniques to drive mutually beneficial outcomes, ensuring payments are secured while maintaining positive customer relationships
  • Handle inbound customer communications through live chat, email and SMS, focusing on payment-related queries and solutions.
  • Strive to resolve customer inquiries or issues at the first point of contact, minimising the need for additional follow-ups
  • Assess and understand customers’ situations to negotiate effectively and guide them toward favorable resolutions.
  • Work efficiently to handle high volumes of customer interactions, balancing speed and quality to ensure timely responses while maintaining quality and professionalism
  • Accurately document all communications, payment commitments, and resolutions in the system for audit and reporting purposes
  • Apply collections experience to assist customers in creating and committing to repayment plans that suit their circumstances while aligning with company objectives.
  • Identify and recommend potential process or technology improvements based on interactions with customers.
  • Adhere to InDebted’s core values and foster trust with customers through transparent and supportive communication. Handle challenging conversations with empathy and professionalism, maintaining a positive and respectful tone even in difficult situations
  • Ensure compliance with all relevant laws, regulations, policies, and procedures.
  • Assist customers on their journey to becoming debt-free by using insights from customer interactions to propose tailored solutions.
  • Participate in ongoing training to enhance skills and stay updated on industry practices.
  • Consistently achieve and exceed key performance metrics including first contact resolution rates, response times, productivity measures, collections performance, quality assurance scores, and customer satisfaction metrics.


Experience and Skills:
  • Demonstrated experience in collections, with the ability to negotiate and manage sensitive financial situations tactfully.
  • Strong self-motivation and resourcefulness, with excellent problem-solving and critical-thinking skills.
  • Proven ability to manage multiple customer interactions simultaneously across digital channels.
  • High proficiency with web-based tools and systems for customer interaction and documentation.
  • Reliability and adaptability to meet dynamic business needs.


Our benefits


Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life

Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

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

Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave


Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.


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.


InDebted Glassdoor Company Review
4.4 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
InDebted DE&I Review
No rating Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon
CEO of InDebted
InDebted CEO photo
Josh Foreman
Approve of CEO

Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Experience Specialist (Collections - Digital), InDebted

If you're ready to take the next step in your career and make a real impact, look no further than InDebted's exciting opportunity for a Customer Experience Specialist (Collections - Digital) based in Dallas, Texas. At InDebted, we pride ourselves on providing innovative solutions to support consumers in their journey towards financial fitness. As a part of our vibrant team, you'll be engaging with customers through digital channels like email, SMS, and live chat, all while delivering remarkable customer experiences. Your role will require you to develop effective payment solutions for those who are reaching out to resolve their past due accounts. We believe that empathy and understanding go hand in hand with strategic collections, and you will be the driving force in balancing performance with exceptional customer care. Each interaction will empower you to utilize your negotiation skills, turning potentially challenging conversations into positive outcomes for both the customer and our company. Your goal will be to facilitate first contact resolutions, keep our compliance protocols intact, and help customers create feasible repayment plans. With a committed focus on improvement, you'll have the unique opportunity to recommend process enhancements that can impact our operations positively. If you're someone who thrives in a dynamic and fast-paced environment and is eager to help change the world of debt recovery for the better, then join us at InDebted and be part of this transformative journey.

Frequently Asked Questions (FAQs) for Customer Experience Specialist (Collections - Digital) Role at InDebted
What are the main responsibilities of a Customer Experience Specialist (Collections - Digital) at InDebted?

As a Customer Experience Specialist (Collections - Digital) at InDebted, your primary responsibilities will include engaging with customers through digital channels like email, live chat, and SMS to resolve inquiries about past due accounts. You'll negotiate payment solutions, strive for first contact resolutions, and create tailored repayment plans while maintaining compliance with relevant laws and internal processes. Your main goal will be to drive collections performance while ensuring exceptional customer experiences.

Join Rise to see the full answer
What qualifications are necessary for the Customer Experience Specialist (Collections - Digital) position at InDebted?

Candidates applying for the Customer Experience Specialist (Collections - Digital) role should have proven experience in collections or a similar area, showcasing strong negotiation skills and the ability to handle sensitive financial conversations. Proficiency in web-based customer service tools, alongside problem-solving and critical-thinking skills, is essential. A self-motivated attitude and adaptability to changing business needs will also contribute to your success in this role.

Join Rise to see the full answer
How does InDebted support customer experience specialists in their role?

At InDebted, we prioritize the growth and learning of our team members. As a Customer Experience Specialist (Collections - Digital), you will have access to ongoing training to enhance your skills and stay updated on best practices in the industry. Additionally, our culture is built around teamwork, support, and collaboration allowing for shared insights and strategies to improve customer interactions.

Join Rise to see the full answer
What does a typical day look like for a Customer Experience Specialist (Collections - Digital) at InDebted?

A typical day for a Customer Experience Specialist (Collections - Digital) at InDebted involves interacting with customers through various digital platforms, effectively negotiating payment arrangements for past due accounts, and documenting all communications. You will balance handling high volumes of customer interactions while maintaining quality and professionalism, ensuring that each customer feels heard and valued while driving collections goals.

Join Rise to see the full answer
What benefits can I expect as a Customer Experience Specialist (Collections - Digital) with InDebted?

InDebted offers a range of benefits for the Customer Experience Specialist (Collections - Digital) role, including remote and flexible working arrangements, a trust-based leave policy, and a work from anywhere scheme. Additionally, you will enjoy support for creating a productive home office environment, gender-neutral parental leave, and a commitment to diversity and inclusion within our workplace.

Join Rise to see the full answer
Common Interview Questions for Customer Experience Specialist (Collections - Digital)
Can you provide an example of a successful negotiation you handled in a collections context?

When answering this question, select a specific instance where you effectively negotiated a payment plan or resolution with a customer. Detail the customer's original situation, the steps you took to understand their needs, the negotiation techniques you employed, and the positive outcome achieved. Highlight how your approach maintained a strong customer relationship while also aligning with company goals.

Join Rise to see the full answer
How do you handle challenging conversations with customers in distress?

Describe your approach to maintaining empathy and professionalism during difficult conversations. Discuss how you listen actively, validate their feelings, and work collaboratively to find a solution. Emphasize the importance of keeping a positive mindset and showing genuine care for the customer's situation, even when facing tough discussions.

Join Rise to see the full answer
What strategies do you implement to ensure compliance with regulations in collections?

To answer this, describe how you stay informed about the relevant laws and regulations related to collections and customer interactions. Explain the processes you follow to document communications accurately, ensure transparency throughout the collections journey, and protect both the customer’s rights and the company’s interests.

Join Rise to see the full answer
How do you prioritize your tasks when dealing with high volumes of customer interactions?

Discuss your time management skills and the strategies you use to maintain quality while working quickly. You could mention using tools or technologies to help track inquiries and prioritize those based on urgency or complexity. Conveying your method of assessing needs and being organized will demonstrate your ability to thrive in a dynamic environment.

Join Rise to see the full answer
Why do you want to work for InDebted as a Customer Experience Specialist?

Craft an answer that connects your values with InDebted’s mission to transform debt recovery positively. Share what excites you about the company’s approach to using technology and empathy in customer experiences. Reflect on how your skills align with their goals and your motivation to contribute to such a forward-thinking team.

Join Rise to see the full answer
How do you ensure first contact resolution in your communications?

You should explain your active listening skills and your commitment to understanding customer needs right from the start. Share examples of inquiry-solving techniques you've successfully used, as well as your dedication to following up to confirm satisfaction, which reinforces your commitment to delivering exceptional customer experiences.

Join Rise to see the full answer
Give an example of how you've helped a colleague improve their performance.

Provide a concrete example that showcases your teamwork and leadership ability. Detail how you identified an area for improvement, the guidance or mentorship you provided, and the positive outcome that followed. This demonstrates your capability to foster a supportive and effective team environment.

Join Rise to see the full answer
What role does technology play in your approach to customer service?

Discuss the tools and technology you have previously utilized to enhance customer interaction and improve efficiency. Emphasize how modern solutions can facilitate better communication, tracking of customer interactions, and ultimately lead to improved outcomes in collections processes.

Join Rise to see the full answer
How would you identify and recommend process improvements in your role?

Highlight your analytical skills and your proactive approach to identifying inefficiencies. Explain that you plan to gather insights from customer interactions and suggest enhancements to streamline workflows or solve recurring issues, ultimately benefiting both customers and the company.

Join Rise to see the full answer
What motivates you in a customer service role?

Articulate your passion for helping others and your satisfaction from resolving complex issues. Share how the opportunity to make a meaningful impact in someone’s financial journey motivates you to give your best and drive positive change in the industry.

Join Rise to see the full answer
Similar Jobs
Levi Strauss & Co. Hybrid Outlets at Lake Elsinore, Lake Elsinore, CA, USA
Posted yesterday

Be a key member of Levi's management team as a Supervisor, driving exceptional customer experiences and operational effectiveness.

Hy-Vee Hybrid Spring Lake Park, Highway 65 NE, Spring Lake Park, MN
Posted 22 hours ago

Join the Hy-Vee team as a Checker and deliver outstanding customer service in a friendly and fast-paced grocery setting.

Omni Charlotte Hotel is looking for an enthusiastic On Call Banquet Server to deliver outstanding service at events.

Quandri Remote Canada Remote
Posted 7 days ago

Join Quandri as a Support Specialist and be part of a team that's transforming the insurance renewal process through innovative technology.

Photo of the Rise User
American Express Hybrid Phoenix, Arizona, United States
Posted 10 days ago
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development

As an Account Protection Specialist at American Express, you’ll be instrumental in providing top-notch service and consultative support to our customers managing their accounts.

Photo of the Rise User
Trinity Health Hybrid MMCIA - MercyOne Elkader Central Community Hospital
Posted 8 days ago

Become part of the MercyOne family as a Registered Nurse, providing critical care in a community-focused healthcare setting.

Methodist Health Hybrid Methodist Comprehensive Breast Center - Germantown
Posted 14 days ago

Become an integral part of the Methodist Comprehensive Breast Center team as our RN Patient Care Navigator, where you will coordinate care for patients while making a meaningful impact.

Photo of the Rise User
ServiceNow Hybrid Washington, District of Columbia, United States
Posted 12 days ago
Inclusive & Diverse
Mission Driven
Rise from Within
Diversity of Opinions
Work/Life Harmony
Empathetic
Feedback Forward
Take Risks
Collaboration over Competition
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Conferences Stipend
Paid Time-Off
Maternity Leave
Equity

As a Customer Success Manager at ServiceNow, you'll advocate for customers and enhance their experience with our innovative products.

To fix the broken industry of debt collection through digital-first communication and a truly customer-centric approach

47 jobs
MATCH
VIEW MATCH
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
January 14, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
193 people applied to Web Chat Manager at Netflix
Photo of the Rise User
Someone from OH, Stow just viewed Customer Success Manager at Total Expert
R
Someone from OH, Cincinnati just viewed Director, Payroll Tax at Ryan
P
Someone from OH, Columbus just viewed Data Science for Smart Agriculture- Part-Time at PSU
Photo of the Rise User
Someone from OH, Cincinnati just viewed Brand Management & Partnerships Assistant at LAIKA
Photo of the Rise User
Someone from OH, Athens just viewed Senior Multimedia Artist, Design & Creative at RepRisk AG
H
Someone from OH, Rocky River just viewed Training Manager at Hotel Bardo Savannah
F
Someone from OH, Columbus just viewed VP of Communications at Freedom Together Foundation
Photo of the Rise User
Someone from OH, Columbus just viewed Chief Organizational Communication Officer at Providence
Photo of the Rise User
Someone from OH, Cuyahoga Falls just viewed SEASONER at Shearer's Foods
Photo of the Rise User
Someone from OH, Columbus just viewed Bilingual Care Manager, Telephonic RN at Humana
Photo of the Rise User
Someone from OH, Columbus just viewed Talent Business Partner at Red Bull
Photo of the Rise User
Someone from OH, Brunswick just viewed Sanitation Team Member at Shearer's Foods
Photo of the Rise User
Someone from OH, Columbus just viewed Talent Acquisition Specialist at Beghou Consulting
C
Someone from OH, Middletown just viewed Operations Analyst at Core Specialty Insurance
A
Someone from OH, Strongsville just viewed Graphic Design Intern at Anvil NorthWest
W
Someone from OH, Uhrichsville just viewed Director Operations at WVUMedicine