Current Vacancies – Customer Resolutions Officer

Customer Resolutions Officer

Are you an exceptional customer service professional with a dynamic personality looking for an exciting new opportunity? Your new job awaits!

Are you a driven, customer-focused achiever looking for an opportunity to shine? We have a rewarding role for a Customer Solutions Officer to dive in, have an immediate impact and make a lasting difference! Our growing team has casual, part-time, and full-time roles available. Enjoy unsurpassed employee benefits that include above statutory parental leave, monthly and quarterly rewards, frequent recognition, a corporate perks package at large retailers, travel companies, and gyms, breakfast Mondays, pizza lunch Fridays, community service opportunities, and most notably, the chance to have a meaningful effect on the direction of the company!

Sound like a dream job? Seize the possibility to join an engaging and collaborative environment, create a meaningful customer experience and be a primary contributor to our success!

Join our lively, high-performing team with an opportunity for real growth!

CORE ATTRIBUTES

What You Bring to The Table

As an enthusiastic, customer-focused go-getter, following are the core personal attributes that will contribute to your success:

  • Customer-centric – You strive to provide exceptional customer service leaving a lasting, positive impression on the clients you serve
  • Professional Acumen – You are a savvy negotiator, empathetic problem-solver, and well-versed on all policies and procedures to ensure complete compliance
  • Communicator – Your communication is clear and concise. You are a good listener and effectively address customer inquires
  • Collaborator –You enjoy being a relied-upon team player, working collaboratively, and contributing with others toward a common goal
  • Conscientious – You are flexible, professional, and organize your time and efforts to maximize efficiency and performance excellence
  • Positive demeanor – You are accommodating, know what your customer needs and graciously flex your approach to your respective audience

RESPONSIBILITIES

What You Can Expect Day-to-Day

Ready to get to work? Making and receiving collections phone calls in an empathetic way and conducting skip/trace activities, you’ll perform the following core tasks:

  • Provide excellent resolutions for our customers
  • Reduce long-term customer indebtedness by using skilled negotiation to ensure the best outcomes
  • Resolve customers’ accounts
  • Operate efficiently to ensure optimum availability for customer calls
  • Encourage maintained contact through excellent bonding and rapport
  • Provide customized, clear client communication based on each customer’s needs
  • Consistently meet established performance standards
  • Maintain a high level of call quality aligned with operational and compliance expectations
  • Enhance the customer experience and achieve first-call resolution through inventive and empathetic solutions
  • Apply e-learning to ensure all regulatory requirements are met
  • Highlight any issues which may pose a business risk
  • Make suggestions for system and process improvements
  • Be accessible and approachable to all internal and external customers
  • Respond to feedback, coaching, and requests in a positive and receptive manner
  • Be logged on and available for calls by scheduled shift start times
  • Ad hoc duties, as requested

QUALIFICATIONS

What it Takes

We are looking for a dedicated, compassionate problem-solver with well-honed emotional intelligence and a passion for the customers and teams they serve.

Minimum Required:

  • Must be 18+ years of age
  • Customer service experience
  • Exceptional customer service and phone skills
  • Excellent communication skills, both written and verbal
  • Positive, performance-driven attitude with solid negotiation skills

Preferred:

  • Collections call centre experience

OUR COMPANY

Join Our Growing Team

Your success is our success! PRA Australia is a subsidiary of PRA Group, Inc. This publicly traded (Nasdaq: PRAA) company has helped millions of customers across Australia, The Americas, and Europe and is a global leader in purchasing and servicing debt. If you are a driven, outgoing customer service professional fueled by customer success and best-in-class outcomes, let’s connect. Apply today.

How to Apply

If you wish to apply for this role, or any of our roles, please contact us at enquiries@pragroup.com.au