Call Center Specialist

Call Center Specialist Our client is seeking a Call Center Specialist to collect delinquent accounts in a timely, orderly and professional manner while following all standardized collections procedures. Make supervisor aware of problem accounts that may result in repossession, foreclosure, or charge-off. Required Education: High school diploma or equivalent Required Experience: 2 years solid call center experience is required to be considered 2 years of admin experience with some call center experience can be considered Must have a stable work history Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint Desired Skills/Experience: Previous call center and collections experience Previous experience handling inbound and outbound calls Handling calls while updating records simultaneously. 2+ years of admin experience with some call center experience can be considered. Bilingual Required Soft Skills: Good verbal and written communication skills Good decision-making and problem-solving skills Good time management/organizational skills Ability to work in a team environment Ability to work flexible schedule, including overtime as needed Call Center Specialist Essential Duties and Responsibilities: Meet performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept Place or receive calls in priority order as established by management Negotiate payment arrangements with clients to cure delinquency, evaluating ability and willingness to pay Navigate and interpret various screens and relay information to clients accurately and professionally Document all collection efforts for each assigned account in accordance with established procedures, which may include using action and reaction codes, rescheduling feature, "scratch pad" entries Communicate collection efforts to branch lenders on assigned accounts in accordance with established standards, if applicable Order updated credit bureau report or initiate skip tracing process in accordance with established standards Communicate regularly with collections supervisor on status of problem accounts in accordance with established standards Initiate extensions on accounts based upon written policy guidelines Ensure that all delinquent accounts and assigned queues have been thoroughly worked according to standardized collection procedures Ensure that appropriate letters are sent to debtors Process customers' payments through electronic draft, if applicable Process account maintenance transactions according to established guidelines