We’re Momentum Energy – a power company owned by Hydro Tasmania, Australia’s largest generator of renewable energy. We’re on a mission to make energy simpler, and more human for customers. And it starts with our people: as we grow, we’re nurturing a culture of belonging, where diverse views and experiences are embraced and everyone is valued and respected. We encourage applications from qualified candidates of all ages, cultural backgrounds, abilities, genders and sexual orientations and are happy to adjust our recruitment processes, please reach out to us about any adjustments or support you may require. About the role: The Customer Follow Up Consultant holds the accountability for ensuring the number of accounts who remain on supply after attempting to disconnect remains below agreed levels. They are responsible for the remediation of failed attempts to disconnect customers for non-payment and occupants for non-identification. This encompasses the definition and management of processes related to failed disconnections and working with other teams, including Credit, Connection Services and Field Sales, to support these processes. This role is responsible for the management of all open accounts with failed disconnections to ensure the disconnection of energy services and the collection of outstanding monies owing. What it looks like: Maintaining the number of accounts that remain on supply after attempted disconnection below agreed levels Maintaining the amount of debt required to be written off related to these accounts below agreed levels through timely disconnection and the proactive collection of debts Make recommendations as to accounts that should be written off as uncollectable Achieving required outcomes through effective case management and collaboration with key stakeholders (both internal and external) Maintain a clear audit trail of transactions, actions and efforts to resolve individual sites anddetails of resolution Working diligently towards achieving specified team and individual accountabilities Demonstrating strong organisational skills and effective time management with the ability to adjust to emerging or shifting priorities Driving outbound customer contact on accounts deemed high risk by value and days past due Being comfortable handling challenging and demanding interactions Building strong relationships with customers by demonstrating understanding and empathy through strong negotiation and communication skills Being curious with an eye for detail, you think outside the box to locate customers and perform skip trace activity About you and your experience: Experience working with energy distributors to arrange the completion of service orders will be considered Good work ethic and patience Experience in the collection of debt within a highly regulated environment will be an advantage Knowledge of collections and associated compliance obligations Knowledge of disconnection processes of distributors and ability to partner with DBs to address failed disconnections Self-driven and able to achieve stated KPIs with little direct supervision Capacity to deal with highly confrontational interactions in person and over the phone, and maintain a professional and compliant approach A high level of attention to detail while completing a high volume of work Ability to apply curiosity and reasoning to research activities Further information can be found on the attached Position Description: PD Mom - Customer Follow Up Consultant.pdf What's in it for you? You'll work in an incredibly fun and rewarding business that genuinely values its people and customers. We are super proud of where we work, our workplace and work culture. We pride ourselves on balancing work and home life and offer a truly flexible work environment, a competitive remuneration package, and the opportunity to play a role in Australia’s renewable energy transformation. Interested but not sure if you tick enough boxes? At Momentum, we believe in the power of unique backgrounds and skillsets. And really, box-ticking is overrated. So even if you feel you don’t meet all the requirements listed, we strongly encourage you to apply. For any recruitment enquiries or for any accessibility or workplace adjustment enquires including alternative ways to apply please contact us at david.talamelli@momentum.com.au or 61 402 681 632. We are a Circle Back Initiative Employer and commit to respond to every applicant.
