IT, Customer Service, Sales & Business Development
Posted on Wednesday, February 7, 2024
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 213 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.
Summary of Role
InDebted is a leading fintech collections firm, and we're looking for a talented and highly motivated Customer Experience Analyst to join our team.
This role involves conducting detailed business analysis, and working with stakeholders to identify opportunities, refine processes and build new workflows to ensure the customer team are supporting our customers effectively. The candidate will also be responsible for serving as a back-up for managing various process management tools such as Jira.
Duties and Responsibilities:
Conduct thorough business analysis, including the assessment and mapping of operational processes to identify improvement areas.
Develop and refine operational processes, aligning them with strategic goals and customer experience standards.
Serve as a back-up for managing essential process management tools such as Jira, ensuring their effective operation and integration.
Collaborate with cross-functional teams to understand their needs and translate them into process improvements and system enhancements.
Establish best practices for process development and management, ensuring consistency and efficiency.
Provide regular reports on process development initiatives, their impact on operations, and identify further areas for enhancement.
Act as a key point of contact for all matters related to business process management and tool utilization.
Train and guide team members in effective process management and utilization of tools like Jira.
Experience and Skills
Demonstrated experience in business analysis and process development, preferably in a customer-focused environment.
Experience using google or microsoft office suites
Skilled in the use of process management tools, such as Jira, with an ability to leverage these tools for operational improvement.
Experience in designing and implementing complex operational workflows.
Strong project management skills, capable of leading initiatives and adhering to deadlines.
Exceptional analytical abilities, capable of dissecting complex processes and deriving actionable insights.
Excellent communication and interpersonal skills, capable of engaging effectively across various levels of the organization.
A mindset geared towards continuous improvement, focusing on streamlining processes and enhancing operational efficiency.
Proven track record of proactive problem identification and resolution, with a capability to present findings and recommendations to senior management.
Meticulous attention to detail, proactive, creative, and strategic thinking.
Strong communication skills, both verbal and written.
Ability to work effectively both independently and as part of a team.
At InDebted, you get a lot more than just a highly rewarding and exciting career, we also offer:
Work wherever - We’re a global team working in flexible locations - choose to work from home, in a co-working space, or a bit of both, or see where the role takes you
Employee equity - Access to share options in something big
Flexible paid leave - We offer a trust-based leave model - choose when you take leave, how much you take, and what you take it for
Remote work set-up - Once-off payment of $AUD750 or equivalent to help you create a working environment that supports your success and productivity.
Uprise - Our EAP Provider supports your physical, social & psychological wellbeing
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.