Customer Relationship Specialist
Complete Credit Solutions
Hurstville, NSW
2023 - 2025
- Call centre environment handling high volume inbound/outbound calls.
- Demonstrated strong conflict resolution skills through solution focused conversations to achieve positive outcomes.
- Negotiating outcomes through confident communication, that meet company recovery goals and customer satisfaction.
- Analysed debtor profiles, credit reports, and behavioral research, to assess repayment ability and recommend appropriate settlement strategies.
- Skip tracing complex or cold accounts and turning them into recoverable opportunities.
- Demonstrated empathy and emotional intelligence in handling difficult or emotional conversations, with a focus on positive resolution.
- Ability to build trust and reduce resistance, resulting in higher payment commitments even during financial hardship.
- Most importantly, I motivated and helped complying or resisting customers see paying as a positive financial step, not a punishment. Emphasising what they stood to gain by educating on credit score improvement, interest relief, avoidance of legal escalation, and possibility to regain eligibility for future loans.