Collections Specialist

Overview

At First Citizens Bank, we're committed to helping our clients achieve their ambitions, and we bring that same commitment to our associates. For more than 125 years, our relationship-based culture has created opportunities to build lasting connections, grow professionally and make a meaningful impact for our clients, communities and one another.

This position is responsible for the collection of past due payments on various retail or consumer account types by phone, while upholding the Bank's high standards for the client experience. Probes with fact-finding questions to ensure a complete understanding of client's reason for delinquency, and works with client to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. This position is considered a first line of defense and expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank.


Responsibilities & Qualifications

Duties & Responsibilities:

Resolution Support - Contacts past due clients to collect payments. Applies the appropriate treatment to resolve delinquency, and serves as a liaison between branch and clients.
Client Service - Establishes a rapport with clients throughout work activities. Delivers the best client experience while maintaining high standards of professionalism and call quality.
Operational Support - Documents accounts, utilizes the correct system coding, and submits account maintenance with accuracy.
Procedural - Maintains a strong knowledge of Bank policies while navigating multiple systems to ensure procedures and applicable regulations are followed at all times.

Qualifications:

Minimum Required Education and Experience: Bachelor's Degree OR High School Diploma or GED/Equivalent and 2 years' experience in Collections, Customer Service, or Financial services

Position Specific Skills:

Collections

Customer Service Skills

Negotiating

Active Listening

Typing

Preferred Qualifications:

Advanced collections skills in high-volume environment

Intermediate skip-tracing experience

Large Financial Institution or Banking industry experience

Effective communication skills to include active listening, empathy
Ability to negotiate and collect
Ability to type and talk and work in multiple systems simultaneously
Level of attention to detail and accuracy including written skills

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at