Overview
Mass Market Collections Specialist role at Energy Bay. This is a full time position within the Diamond Energy brand, an Energy Bay company.
Diamond Energy prides itself as a leading renewable energy electricity retailer, committed to sustainable and clean energy solutions. We aim to decarbonise industry and support the energy transition with innovation, value creation and social responsibility.
About Energy Bay
Energy Bay is rapidly expanding along the renewable energy value chain and across multiple geographies, with the goal of decarbonising industry. Established in 2016, Energy Bay offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through the energy transition. Energy Bay is backed by impact capital from Australia’s largest private financial sponsors.
The Opportunity
An exciting opportunity (Full-time role) has arisen in the Mass Market Collections Specialist role at Diamond Energy, an Energy Bay brand. The role will be responsible for administering the payment reminder and escalation processes across the mass market portfolio—including residential, small business, and Embedded Network (EN) customers. This is a 360-degree role that includes managing payment plans, extensions, and failed payments while complying with regulatory obligations, including hardship and disconnection guidelines set by the Australian Energy Regulator (AER), Essential Service Commission (ESC) and other industry bodies.
To learn more about Diamond Energy, please visit:
Responsibilities
- Make checks for running of the 1st reminder, 2nd reminder and disconnection warning notifications in CRM for mass market sites.
- Establish escalated customer payment plans in line with authorisations / rules.
- Monitor customer adherence to payment plans.
- Track end of customer payment plans and seek to re-establish new plans.
- Monitor / update customer payment extensions and any follow-up activity.
- Run the disconnection for non-payment checklist, seeking approval before they are progressed.
- Run the new occupants process, including sending out notifications.
- Follow up on expiring / expired credit cards.
- Conduct reviews of suitability of payment plans and establish updated plans where existing plans are not appropriate.
- Respond to all customer enquiries (general, billing, etc.) to close timely and accurately.
- Respond to sales enquiries, including initiating tariff checks, sales messages and sending quotes.
- Collaborate with team members to improve visibility and automation to track customer payments, payment plans and extensions.
You’ll be successful in the role if you possess
- A minimum of 2-3 years’ experience in a customer facing role
- Proven ability to manage multiple competing priorities while maintaining attention to detail
- Analytical and process focused, reliable and punctual
- Excellent communication, negotiation and active listening skills with the ability to empathise with customers and obtain a customer focus ethic
- A team player with great attention to detail and ability to follow through on commitments
- Sound IT skills including working knowledge of Excel, Outlook and CRM systems
You’ll Love Working Here
- We believe in responsibility and reward you for taking initiative
- We’re a successful, fast-growing company with an entrepreneurial vibe
- We love to promote internally and offer development opportunities
- Comprehensive training and mentorship from experienced professionals
- New office location, with stunning panoramic views, close to Burnley train station
- We have a great work culture, come and join our team!
By joining our team, you'll be contributing to supporting renewable energy. Your work as a Mass Market Collections Specialist will directly impact our ability to help our customers live greener and cleaner.
Diamond Energy prides itself on being a diverse and an equal employment opportunity employer.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Accounting/Auditing and Finance
- Industries: Services for Renewable Energy
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📌 Mass Market Collections Specialist
🏢 Energy Bay
📍 Melbourne