Specialist I - Recovery

United Consumer Financial Services Compa

As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

The Recovery Specialist I is responsible for managing inbound and outbound collection calls for Recovery Department accounts, focusing on reducing charge-offs and increasing recoveries. This role involves providing exceptional customer service, negotiating payment terms, and adhering to compliance standards.
The Recovery Specialist II carries all the responsibilities of Recovery Specialist I with added duties including responding to departmental emails, mentoring peers, and managing specialized account types such as deceased consumers. This role supports team performance through leadership, communication, and operational support.

ESSENTIAL DUTIES & RESPOSIBILITIES

Recovery Specialist I:

• Achieve department and individual goals aimed at reducing charge-offs and increasing recoveries.
• Make outbound collection calls on at-risk accounts and manage inbound calls from consumers.
• Use effective questioning techniques to identify and overcome objections.
• Utilize skip tracing tools and collection strategies.
• Involve management in escalated cases to accelerate resolutions.
• Accurately document all account activity and consumer interactions.
• Follow all FDCPA standards and relevant state laws.
• Adhere strictly to company policies and procedures.

Recovery Specialist II (in addition to the above):

• Communicate effectively with internal departments to ensure seamless operations.
• Support management and peers in maintaining procedural compliance.
• Training new hires on recovery processes or call scripts.
• Motivate and guide team members to meet monthly goals, including coordinating overtime when necessary.
• Manage specialized accounts (e.g., Deceased Consumer) and negotiate settlements or payment arrangements.
• Make decisions on whether to retain or charge off accounts based on guidelines.
• Send and respond to correspondence in accordance with established policies.
• Respond promptly to departmental emails.
• Accurately document all communication and activity.
• Analyzing call outcomes to identify patterns and inform strategy.
• Consistently meet or exceed established Performance Metrics (KPIs) .

SKILLS & ABILITIES

• Strong negotiation skills for working out payment arrangements.

• Ability to calculate percentages and dollar amounts for payments.

• Adaptability in a dynamic and growing company.

• Ability to interpret written, oral, and diagram instructions.

• Multitasking in a fast-paced, noisy environment with frequent interruptions.

• Data entry and communication simultaneously.

• Comfortable with communication for extended periods (up to 8 hours/day).

• Ability to work collaboratively across departments and with customers.

• Basic math and reading comprehension.

• Exceptional attention to detail.

• Ability to follow policies and compliance requirements.

• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint) and internet-based tools.

• Specialist II: Demonstrated leadership and coaching skills.

• Ability to understand, interpret, and consistently follow policies, procedures, and operational guidelines.

MINIMUM QUALIFICATIONS

• High school diploma or GED required

• Comfortable working independently and with minimal supervision

• Collection Experience: Specialist I - One year, Specialist II - Three years.

• Call Center Experience: Specialist I - One year, Specialist II - Three years.

WORKING CONDITIONS

Location: A combination of in-office and remote work. Specific details will be provided upon hire. May require sitting for extended periods at a desk based in a fast-paced environment with a mix of collaborative spaces and individual workstations. Office in Westlake, OH.

Work Environment: The office environment may be noisy at times due to phone calls and conversations from other employees, creating a lively atmosphere. While the office is typically well-lit and comfortable, noise levels can increase depending on the volume of calls and activities happening around the office.

Hours: Full-time, Monday through Friday, with some flexibility based on workload and volume. Standard office hours (e.g., 8:00 AM to 5:00 PM) are typical, though some overtime and weekend hours may be required during peak periods or as deadlines approach.

PHYSICAL DEMANDS

Ability to sit for extended periods of time and use a computer.

Occasional light lifting (e.g., handling boxes or mail).

Handling and processing of physical documents, including sorting, scanning, and mailing.

NON-PHYSICAL DEMANDS

Technology and Tools:

• Use of computers and office software (Microsoft Office, Excel, document management tools).
• Fax machines, scanners, and other office equipment.
• Familiarity with databases or internal systems for tracking correspondence and account statuses.

Work Pace: The pace can vary based on incoming document volume. Some tasks (like processing return mail) are flexible and can be worked on when other tasks are complete, while time-sensitive tasks (like mailing zero balance letters or processing legal documents) require prompt attention.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to View email address on click.appcast.io, and please be sure to include the title and the location of the position for which you are applying.