Customer Assist Leader - Australia

Summary about this job

Detail information about job Customer Assist Leader - Australia. Terms and conditions vacancy

• Lead, coach, develop large collections teams 200+. Multi sites
• Contribute to our evolving, changing culture through BAU and transformation.
• High profile, challenger brand, customer obsessed culture. Springfield OR Melb

This role could be based in Springfield (Qld) Or Melbourne.

About the role
We have great traction in the personal loans space and we continue to invest heavily in our future growth. Reporting to the Head of Customer Assist & Fraud ANZ you will form part of a very close knit, high performing team. Primarily, you will be accountable for operations and loss performance across credit card, personal and motor loans.

• Attract, coach and evolve high performing teams of customer specialists across sites in Queensland and Victoria.
• Continuously improve processes and procedures to ensure we meet out mantra of “customer obsessed”.
• Use your outstanding written and verbal communication skills to develop, design and deliver a strong compliance and risk culture.
• Manage, influence and collaborate with stakeholders to deliver initiatives to reduce flow rates and mitigate losses.

About You
We work in a dynamic, collaborative, ego free culture where talent is valued over role titles; we are seeking commercially savvy leader who is excited by change and growth.

• You’re a people leader. You pull teams together and get the best out of them.
• A passion for better customer outcomes, better processes, better ways of doing things.
• You’re commercially savvy and have success delivering outstanding operational and financial performance across collections team.
• Excellent communication, stakeholder engagement, influencing and management skills, particularly with senior stakeholders.
• Financial services experience would be helpful but not a deal breaker, we’d consider other industries or “other sides of the fence” such as collections house.

What are the perks?
At Latitude, we offer a competitive salary, flexible working arrangements a diverse range of benefits and retail discounts, 5 - week annual leave program, health and wellbeing activities and so much more. Our new head office in Docklands is cutting edge with subsidised cafe, games rooms, awesome customer focused collaboration spaces and all the tools to enable your success. Springfield is a large, modern vibrant call centre with close access to many amenities.

About Us.
We are a growing consumer finance business with over 2200 employees. We are the challenger brand in the market with high aspirations to make a difference; committed to creating great customer experiences and obsessed by better outcomes every day. Our business model includes a growing Direct- to- Consumer business in both personal lending and credit cards, as well as a partnership model for white label lending and credit cards. We operate in a dynamic environment within a business that is investing heavily in constantly improving the customer experience. We are in the process of transforming our business, placing our customers at the centre of everything we do. It’s an exciting time to be a part of Latitude Financial Services.


Note: You must be a Permanent Resident of Australia or an Australian or New Zealand Citizen to be considered for this role. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment