Customer Contact Analyst
About the company
Recoveries Corporation Holdings Pty Limited is a well-established player in the debt collection and insurance claims recovery space, with over 30 years’ experience. With long-tenured clients across the banking, government, insurance, utilities and telco industries, we are well regarded for our focus on innovation, successful credit experiences for our customers and achieving the best outcomes for our clients.
With offices in Australia, New Zealand, South Africa, Manila and having established RCL Services as its subsidiary in Fiji, we now have an exciting opportunity for a Customer Contact Analyst to join our Corporate Services Department.
About the role
The Customer Contact Analyst will be reporting to the Lead, Operational Strategy & Performance, the incumbent will be assisting Customer Contact Analyst (Melbourne) to co-ordinate and resolve matters of a treatment, reporting and strategic nature.
Key responsibilities:
• Analyse, recommend and implement data-driven strategies and treatments that directly impact revenue.
• Manage the use of the automated dialler and other contact channels to enhance recovery rates through actively providing analysis, developing and recommending strategic initiatives and enhancements to business processes and technology.
• Ensure the expectations and objectives of the customer contact channels are met or exceeded and to improve productivity and contact rates.
• Create and use relevant contact channel methodology utilising real time alerts
• Assist Team Leaders, Assist. Operations Manager, Operations Managers and Business Unit Heads to monitor and measure collections, operator productivity and campaign results – with a view to providing actionable insight through specific recommendations.
• Recommend/suggest operator training for improved outcomes and FTE utilisation across the business
• Manage campaign quality and ensure project tasks are completed within set timeframes
• Develop campaign strategies based on results on previous campaigns and assess viability of any proposed changes Coordinate and cooperate with vendors and service providers to ensure effective implementation of automated applications and systems including user acceptance testing and operator satisfaction
• Display a thorough knowledge of all legislative and regulatory guidelines around customer contact and have a good understanding of the available customer content.
To be successful in this role, you will require:
• Post-secondary qualification in relevant field would be an added advantage
• Extensive knowledge of all recoveries functions and systems
• Experience in operating the Microsoft office suite and in house reporting software
• Demonstrated understanding of Dialler operation and business practices
• Able to create actions plans for work and organises time and resources effectively
• Customer focus
• Demonstrate attention to detail and standards of excellence
• Strong technical knowledge of collection activities, industry standards, economic climate and client guidelines.
• Strong written and verbal communication skills
• Ability to understand significant data on customer records, interpret results of campaigns and analyse why certain results were achieved.
• Excellent problem solving skills
• Proactive and “can-do” attitude
• Ability to work under a dynamic environment
At RCL Services we actively celebrate diversity across our workforce and we are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds; people with disabilities and all members of the LGBTQI+ community.
If you are ready to take the next step in your career, do not miss this opportunity! Click Apply Now
