Customer Account Manager (Sydney)
Sales & Business Development, Customer Service
Sydney, NSW, Australia
About the Role
We’re looking for a Customer Account Manager based in Sydney to join our team.
Customer Account Managers manage a portfolio of customer accounts and work with customers to reach repayment arrangements that are sustainable for them. The role helps customers resolve their debt through respectful, empathetic conversations, in line with Australian debt collection regulations and client requirements.
Full working rights in Australia required; we're not able to sponsor a visa for this role.
What You'll Do
- Make outbound calls and take inbound calls to negotiate repayment arrangements with customers
- Manage an allocated portfolio of customer accounts through to resolution
- Handle conversations with empathy and respect, including those involving hardship, and escalate to the Team Leader where appropriate
- Maintain accurate and complete account notes for every customer interaction
- Follow all required processes and comply with Australian debt collection regulations, client requirements and company policies
What You'll Bring
- A confident and friendly phone manner, or the potential to develop one
- Empathy, patience and the ability to stay calm under pressure
- Good communication and problem-solving skills
- Accuracy and attention to detail
- A willingness to learn, accept feedback and develop
- Motivation to meet individual performance targets
Nice to Have
- Entry level candidates are welcome. You don’t need a collections background, just great people skills and the drive to learn. We’ll teach you the industry, and you bring the attitude.
What Success Looks Like
Completion of onboarding and training within the agreed timeframe Meeting individual performance targets Accurate account notes and compliance with required processes Positive feedback from coaching and quality reviews
Hiring Process
Our hiring process is designed to give you a real feel for the role and for how we work. It includes a screening call, conversations with the hiring manager and a peer, and a values conversation with someone from outside the team.
Life at InDebted
Debt is stressful, and the way it’s been collected for decades has often made it worse. We started InDebted in 2016 to change the world of consumer debt for good. That means giving people dignity, control and flexibility when they need it most, and giving businesses a smarter way to recover value.
Today we’re more than 300 people across Australia, New Zealand, the UK, the US, Canada, Mexico and the UAE, working closely across time zones. We’ve helped more than five million customers, and they rate us 4.9 stars across 2,700+ Google reviews.
How we work
We’re honest with each other, share context openly and say what we think. Wins belong to the team, and we’d rather solve a problem together than take credit for it alone. Every decision comes back to the person on the other end of it, whether that’s a customer, a client or a colleague. We move quickly, ship early and learn as we go. We’re ambitious about where we’re heading, and we look after each other along the way.
AI is part of every role
We’re an AI-native company, in how we work as well as what we build. Everyone here uses AI tools every day, from engineering and product to customer experience and marketing. We’ll talk with you about how you use AI early in the hiring process, and help you build on it once you join.
Why Join Us
Now is an exciting time to join. You'll play a direct role in our next phase of growth, helping make debt resolution smoother and fairer for everyone involved.
How to apply
Fill in the form below and attach your CV. It takes a few minutes.
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By applying you're sending us personal information, which we handle as described in our privacy policy (Australia). Questions: privacy@indebted.co. AI tools are welcome when you apply.
