Resolution Specialist

Collections Specialist

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.

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.

Position Specific Skills

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

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

Preferred Education: Bachelor's Degree

Preferred Area of Study: N/A

Preferred Area of Experience: N/A

Required Licenses or Certifications: N/A

Additional Requirements

Excellent written and verbal communication skills

Ability to negotiate

Ability to type and talk and work in multiple systems simultaneously

Advanced attention to detail

Proven ability to resolve customer concerns with professional etiquette

Preferred Qualifications

Advanced collections skills in high-volume environment

Intermediate skip-tracing experience

Bachelor's degree

Large Financial Institution or Banking industry experience