Responsibilities

• Contact customers with overdue accounts via phone, email, or other communication channels.
• Negotiate payment arrangements and provide solutions to help customers settle outstanding balances.
• Educate customers on billing details, payment options, and account status.
• Document all customer interactions and agreements accurately in the system.
• Escalate unresolved or complex cases to higher-level support or management.
• Ensure compliance with company policies, data privacy regulations, and Australian telco standards.
• Maintain professionalism, empathy, and tact in handling sensitive financial conversations.
• Meet performance targets such as collection rates, call quality, and customer satisfaction scores.
• Adapt to shifting schedules and deliver consistent performance across different shifts.