Team Manager - Customer Assist


Let's take a look at the role
LatitudePay is hitting the market in a big way! Launched in September 2019 It's a competitive, evolving product, with new customers signing up every day.

So we are creating a new Customer Assist team dedicated to our Latitude Pay customers and we're looking for the right person to lead this new function. This new team needs to be driven to find the right solution for our customers through collection activities for delinquent accounts.

We would love an engaging & supportive manager to provide the team with direction as they support our customers to get their accounts back on track. They'll also be helping to manage our third-party partners who assist us with these conversations.

Our new manager will:

  • Recruit and evolve a new team of awesome people, who live and breathe Latitude values.
  • Be an empathetic leader who will build team resilience, be prepared to manage and resolve difficult interactions including dealing with distressed customers.
  • Provide coaching, support and on-the-job training
  • Manage the team's adherence to policy, compliance and other legal requirements to make sure our customers are compliant and develop new policies as required
  • Assist the Strategic Partnerships Leader in the management of third-party collection agencies
  • Manage productivity metrics for Operational Excellence & Call Quality.

Let's talk about you!
Energetic and customer centric, it would be great if you have Buy Now Pay Later experience or have a really good understanding of spending and payment habits of BNPL users. You'll also be experienced in using digital channels such as email, SMS and livechat.

You will be a motivating coach who is customer-obsessed, inspiring your team to find the right outcomes on the first call. Considering the nature of business for our team we need someone with sound judgement and the ability to connect with a variety of people and really appreciate their individual situation. You will feel comfortable leading a team whilst providing operational direction and insight to the leadership team

  • Leader of people and mentor, you know how to bring the best out of everyone around you.
  • Resilient and an embracer of change, you've built stuff from scratch.
  • On top of changing markets, BNPL features and responsible lending requirements.
  • Previous experience in and dynamic support centre which has an evolving tech stack. Any Zendesk experience would be helpful.
  • Ability to effectively build & maintain robust relationships and manage conflict with ease.
  • Excellent communication, strong negotiation & active listening skills.

If you have the ability to simplify complex financial information, distil key messages and focus on the most important issues then we would love to hear from you.

Who are we?
We help people from all walks of life to shop and live better, and for our merchants to grow their businesses. The way people think about payments and money is changing, and we're part of that new wave. We want to open up the world of shopping and digital payments. We've set our sights on revolutionising how people borrow money - moving to an insight-led driven offer that helps our customers shop and live better!

We partner with Harvey Norman, Apple and JB Hi-Fi to name a few, to bring you great shopping experiences. We aspire to be our customers partner in finance and them create better money habits. We look after over 2.6 million customers across Australia and New Zealand with our products, be it LatitudePay, sales finance, credit cards, personal loans or motor loans.