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Lead Collections Officer

Mid levelFull-timeOfficeSydney NSW, AustraliaWyong NSW 2259, AustraliaPosted 1 week agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Lead Collections Officer at ING is a vital part of the Financial Care team, dedicated to providing exceptional service and sustainable solutions for customers facing financial difficulties. This job offers a fantastic opportunity to make a real impact while coaching and mentoring a team that values empathy and compliance. ING fosters a supportive and inclusive environment, where individuality is celebrated and growth is a promise.

You'll be responsible for

📞

Ensuring call quality

Ensuring the inbound and outbound calls (dialler campaigns) are serviced within the agreed service levels and call quality guidelines.
🌟

Mentoring team members

Mentoring and supporting team members and fostering a collaborative work environment.
🛠️

Handling escalated issues

Acting as a point of contact for escalated issues and building team members to develop effective customer relationships.

Key criteria

📞

Call handling experience

Proven experience managing inbound and outbound call campaigns.

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👥

Team leadership skills

Demonstrated experience leading and mentoring large teams in finance.

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💼

Collections expertise

Strong background in collections and financial hardship management.

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View more

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5 criteria for this job
Call handling experience
Proven experience managing inbound and outbound call campaigns.

View

Team leadership skills
Demonstrated experience leading and mentoring large teams in finance.

View

Collections expertise
Strong background in collections and financial hardship management.

View

Organisational abilities
Exceptional time management skills with attention to detail.

View

Customer-centric mindset
Proactive approach to engaging diverse stakeholders effectively.

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