Customer Service Specialist X2

About Us
Committed to making a difference, InDebted was founded to change the world of consumer debt recovery for good. We're disrupting a broken industry and creating a better way for businesses to recover debt - where the customer comes first.
We're a global, digital first and customer-obsessed team of over 200 people, living and working across 5 key countries.
And we've also recently been named the AFR BOSS Best Place to Work! By focusing on the happiness and wellbeing of our people, we've created a truly flexible, purpose driven and engaging workplace. We're all here with one shared vision - to remove barriers to financial freedom for all people.
As a Customer Service Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.
If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something great, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.
Our Customer function is inherently customer obsessed and is accountable for providing a remarkable customer experience that is critical to the growth of the business. As part of this team, our Customer Experience specialists ensure a positive end to end customer journey to promote loyalty, customer retention and brand advocacy.
Reporting to Customer Service Team Lead, we are now seeking a Customer Service Specialist. You will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts. This role will be based in Las Vegas, Nevada and will work in a hybrid working environment (Remote and from our Nevada Office)
What you will do in your day to day

• Utilize excellent written and verbal communication skills to help thousands of customers on their debt free journey
• This role will interact with customers primarily through inbound digital and voice channels including live chat, email, and SMS so strong written skills and call-handling skills are required
• Analyze customers' concerns to understand why they are reaching out to us.
• Be able to acknowledge customers' concerns, clarify the issue, determine the cause of the problem, select and explain the best solution and, if necessary, follow up to ensure resolution
• Use your deep understanding of our product and analytical abilities to acknowledge customers' concerns, clarify the issue, determine the cause of the problem, select and explain the best solution and, if necessary, follow up to ensure resolution and 'wow' the customer
• Recommend potential process or technology improvements to internal InDebted teams based on daily interactions with customers
• Proactively reports any issues and challenges that can impact the quality of service delivery to customers and your own efficiency
• Meet and exceed scorecard targets; andComply with applicable laws, regulations, policies, and procedures
• Responsible for assisting with administrative tasks, learning, and team supervision as needed

About You

• Self-motivated and resourceful
• You should possess critical thinking and problem-solving skills to provide the highest level of service to customers
• Highly dependable and flexible
• High levels of emotional intelligence and empathy
• Strong bias for action, and a willingness to have fun
• A high level of proficiency with utilising web-based tools to interact with customers and document steps taken
• Ability to successfully multitask and interact with up to 5 different customers simultaneously through various digital channels
• Experience working in a fast-paced environment
• There is also the possibility of working remotely and with team members in other offices so collaborating and being productive in a virtual setting is essential

$45,000 - $50,000 a year
(Salary range has been provided)
Our Benefits
At InDebted, you get a lot more than just a highly rewarding and exciting career. We also offer:
US Medical and Health Benefits- Access to competitive benefits provided by Mutual of Omaha and UHC
Fully distributed teams - as a global business, we offer the ability to work from anywhere, as long as there is sufficient business hours overlap with your core team
Flexible Paid Leave - we offer a trust based leave model that enables people to take the right amount of leave they need in order to be their best at work and home
Remote Work Stipend - we provide a quarterly amount to enable you to purchase the items you need to be successful and productive in your role
Employee Equity - all new employees qualify for inclusion in our ESOP
Uprise and NexGen EAP® - to support the mental health and wellbeing of all our employees we offer a digital wellbeing and coaching service that can be accessed worldwide.
At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.
Indebted is also a proud 2022 Circle Back Initiative Global Employer and we commit to respond to every applicant.