Complex Collections Team Leader

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About The Role

We’re seeking a Team Leader to join our Complex Collections team on an exciting 6-month secondment opportunity. This 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.

As a Complex Collections Lead, you will provide leadership to a hybrid team of credit specialists & collections officers to effectively and compliantly resolve aged debtors within the complex collections portfolio. You will also provide coaching and support for the team around meeting agreed targets to support positive commercial outcomes for AGL whilst maintaining customer experience.

What You’ll Be Doing

• 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
• Develop and own internal and external escalation strategy that works closely with Disputes, Customer Service and Commercial Services to ensure timely resolution of escalated customer issues and complaints
• Be a point of reference for the team to escalate customer and collections issues for timely resolution
  
  
  

What You’ll Bring

• Strong coaching and sound negotiating and influencing skills
• Self-motivated 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
• Strong Customer Service focus
• Ability to get strong commercial outcomes while managing customer experience
• Strong effective proven Credit Risk Analysis skills
• Experience in leading teams with commercial and customer experience objectives
  
  
  

If you are interested in this role or have any further questions, please submit your application or reach out to me directly.

At AGL, we offer a wide range of benefits including:

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Participate in Energise - our reward & recognition program.
• Play an active role in our diversity & inclusion initiatives.
• Benefits may change over time and vary based on role type and location
  
  
  

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.

We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers

AGL is proud to be a WORK180 Endorsed Employer for All Women.

Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.

The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.

AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Docklands VIC 3008

Job Family Group

Credit