Job Description:
This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
Determines the right solution for the client while staying within collections compliance guidelines
Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
Achieves quality standards and meets key performance indicators
Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

Minimum of one year of customer service experience
Excellent verbal and written communication skills
Ability to work within the operating hours and days for this position as outlined in the posted job requisition
Commitment to exceptional customer service, including the ability to be empathetic and meet client needs
Proficient in dealing with customer issues in both a routine and complex environment
Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients
Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making​​​

Desired Qualifications:

Bachelor’s Degree in related field or equivalent work experience
Credit assistance and collections experience
Inbound/outbound call center experience
Banking/financial services experience
Knowledge of banking operations

Skills:

Active Listening
Attention to Detail
Client Solutions Advisory
Oral Communications
Account Management
Adaptability
Collaboration
Data Collection and Entry
Interpret Relevant Laws, Rules, and Regulations
Liquidity Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
2nd shift (United States of America)

Hours Per Week:
40