Resolutions Specialist (Customer Operations)

About the role

Want to help improve the environment by shifting Australia and the world's energy usage towards renewables?

We're looking for a friendly, proactive, and resilient Resolution Specialist to join our team. As a Resolution Specialist, you'll support customers who have fallen behind on their electricity payments, helping them understand their account, working through solutions, and ensuring they stay connected wherever possible.

This is a people-first, frontline role. You'll be speaking with customers who may be stressed, confused, or going through hardship, and your empathy and communication skills will make a real difference to their experience.

This permanent full-time role operates Monday to Friday, 9:00am-5:00pm. We do, however, ask that applicants are available between 8:00am and 8:00pm for any rare schedule adjustments.

You'll be reporting directly into our Customer Operations Manager.

Resolution Specialist Responsibilities

• Make outbound calls to customers who are overdue or at risk of disconnection
• Respond to inbound customer enquiries about overdue accounts, reminders, and payment notices
• Negotiate realistic and fair payment arrangements that consider the customer's circumstances
• Ensure all communication is empathetic, clear, and compliant with energy industry guidelines
• Identify hardship indicators and escalate or refer customers to support programs when needed
• Work collaboratively with internal teams when a customer needs extra support

Key Requirements

At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment. Some of the key traits we are looking for in this role:

• You're a people person - you love both working with people and helping people
• You're calm, friendly, and comfortable having difficult conversations
• You're confident on the phone and can keep conversations solution-focused
• You're adaptable, curious, and ready to learn industry regulations (full training provided)
• You're comfortable using digital systems and learning new tools

Minimum Qualifications

• Competency and willingness to speak directly with customers over the phone
• Strong written and verbal communication skills
• Ability to stay calm and professional during difficult conversations

Ideal, but not required

• Experience in credit, collections, hardship assistance, or financial advocacy
• Experience supporting vulnerable or hardship customers
• Passion for technology, energy or the environment
• Experience in the energy sector
• A solid base of IT competence with experience with Microsoft Office Suite

What we believe a great team looks like

• We put the customer at the centre of everything we do. Whatever it is we are doing, it's always with a viewpoint that this will help our customers, whether that's 50,000 customers right now, or 1 million customers in the future.
• We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.
• Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.
• We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.
• We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn't working and double down on what is.
• We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.
• We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that's implementing a better process or developing a new technology to solve a problem faster.
• We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.

Benefits

• We're committed to building a diverse and inclusive workplace and a great culture of people who love coming to work to build a better world.
• You'd be a part of a rapidly growing team of over 200 with expertise across energy, technology, marketing, and operations.
• Be part of a growing technology start-up that will shape the future of household and grid energy use.
• Enjoy a lively, collaborative workspace at our buzzing Melbourne CBD headquarters in the heart of the city
• Flexible working hours, with a mix of office and work-from-home
• Equitable gender-neutral parental leave policies.
• An external Employee Assistance Plan (EAP) for mental health support.
• Competitive salary and share options in Amber.
• Annual Learning & Development budget to support your personal growth.
• Additional PTO between Xmas & New Year

Salary range

Salary is between $65,000 and $85,000 per annum and is quoted excluding superannuation.

All roles at Amber include employee stock options over and above the base salary and superannuation.

This is a permanent full time role to be based in Melbourne.

Ways of working

Amber is a remote first team; we have an office in the Melbourne CBD, where we work flexibly between the office and home. The vast majority of our team are located in Melbourne. For those based in Sydney, they catch up in a co-working space in the city every now and then, and rest of the locations in Australia work from home. While we don't expect people to attend the office, we do expect that people mostly work in the Melbourne time zone to maximise collaboration.

If this kind of work gets you excited, we'd love to hear from you!

Even if you don't meet 100% of the requirements listed above, we still encourage you to apply. We're open to all backgrounds and encourage people from underrepresented groups to apply. We never discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

How to Apply

Please click on the "Apply" button and answer our application questionnaire.

Our Hiring Process

Our process will generally be as follows:

• A screening interview with our talent team
• A take-home, time bound case study that should take no longer than 1 hour
• A panel interview with our Customer Operations Manager and our Customer Operations Lead in the Payment Operations team
• A final chat with our Senior Customer Operations Manager

The bit at the end

We promise to be respectful of your time as an applicant while trying to be as thorough as possible in finding the right fit for our team.

Applications will be accepted only from candidates already based in Australia, preferably Melbourne with full working rights!

Shortlisted candidates will be contacted promptly. All other applicants will also be notified of the outcome as soon as possible.

No recruitment agencies please. We've got this! Thank you.