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 :
- At least 1 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
- Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs
- Must be proficient in dealing with customers issues in both a routine and complex environment
- Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients
- Must have the 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
- Bilingual Spanish- Successful completion of the language assessment
Desired Qualifications :
- College degree or commensurate work experience preferred
- 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 :
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