Join the change. Together, we’ll make history.
As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.
About the Role
Reporting to the Credit Affordability and Integrity Manager, internal movement has created full time positions in our Melbourne, Docklands head office for 2 Credit Functional Analysts to join the team.
This role sits within the Credit Affordability and Integrity team whose responsibilities include, (but are not limited to), ownership of the following core functions:
Internal and external audits
Compliance uplift
Response to external regulator/government notices or information requests
Investigation, resolution, and minimization of wrongful disconnections
Complaint reduction
Incident management
Mandatory government energy efficiency schemes
The Credit Affordability and Integrity team within the Credit & Affordability business unit has functional and strategic responsibility for ensuring AGL’s consumer credit management processes are compliant with relevant internal, regulatory, and legislative frameworks whilst balancing the need to keep overdue accounts to a reasonably low level, prevent bad debts, whilst contributing to the enrichment of our customer's experience with AGL..
What you’ll be doing:
Operational Excellence:
Analyse incidents and trends to identify improvement opportunities.
Reduce wrongful disconnections through credit control analysis.
Provide expert support for inquiries and complaints.
Improve consumer debt performance.
Drive debt performance initiatives.
Contribute to Credit & Affordability targets.
Innovate credit processes and manage system changes.
Compliance & Risk Management:
Ensure compliance of credit management processes.
Reduce Wrongful Disconnections and compliance breaches.
Deliver timely regulatory performance reporting.
Respond to compliance notices and audits promptly.
Collaborate with Credit operations to address performance incidents.
Minimize customer complaints.
Gather insights for debt recovery and compliance improvements.
Continuous Improvement:
Resolve process issues for collection effectiveness and compliance.
Monitor and correct system process performance.
Manage change activities and ensure compliance.
Anticipate and address risks during planning.
Implement industry best practices for improvement.
Identify and implement cost-effective process improvements.
Customer, People & Relationships:
Uphold AGL Values and foster diversity.
Prioritize health, safety, and environmental standards.
Build effective business relationships.
Enhance team engagement.
Manage frontline issues and improvements.
Improve Credit complaints and customer experience metrics.
Qualifications, key skills and experience required:
Proficient in regulatory guidelines and the energy industry.
Expertise in credit management and collections, particularly in the energy sector.
Skilled in analysing processes, identifying root causes, and driving solutions.
Ability to provide key insights, and use data as the basis to tell a story
Strong analytical and reporting abilities with keen attention to detail.
Excellent written and verbal communication skills.
Proven experience as a business/operational analyst in similar industries.
Accuracy and attention to detail, with high verbal communication skills
Demonstrated success in delivering operational changes.
Familiarity with process management and understanding of business drivers, especially in utilities.
Experience in project and/or change management.
What is in it for you:
Amazing discounts off your AGL Energy & Telecommunication accounts that you can share with your family and friends.
Hybrid working environment where you have the flexibility to work from home 2 days a week
A positive work environment where we support each other
Access to an additional week of recharge leave per year
Discounts off Gym Memberships, Health Insurance, and other wellness
Access to onsite facilities, bike rack, change rooms and onsite café
Access 20 weeks of paid parental leave for the primary carer
*Benefits may change over time and vary based on location.
Note: You must have unlimited, full working rights in Australia to Apply
Please ensure all applications are submitted with an updated Resume by the closing date of: midnight Monday 18th March 2024
Inclusion at AGL
At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
Job Family Group:
Credit
