Collection Recovery Specialist

Citizens Bank; Johnston (RI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental benefits

Paid Time Off policy

401(k) with corporate match

Employee Stock Purchase Program

Employee stock purchase program

Job summary

A leading financial institution is seeking a Collections and Recovery Specialist in Johnston, RI. This role involves managing customer calls, providing financial solutions, and ensuring compliance with guidelines. Ideal candidates possess strong communication skills and a high school diploma. Competitive salary and benefits package offered, including opportunities for career advancement.

Qualifications

• Able to perform independently and exercise sound judgment.
• Proficient in using digital phone systems.
• Ability to meet monthly operational metric goals.
• Accurate typing and quick data entry abilities.
• Math aptitude and attention to detail.
• Comfort with digital phone systems and customer calls.
• Ability to make independent decisions and exercise sound judgment.
• Organized work habits and productivity focus.
• Ability to meet monthly operational metrics in a production environment.

Responsibilities

• Collect payments on predefined accounts through problem resolution.
• Adhere to policy and compliance guidelines regarding customer information security.
• Negotiate payments on accounts within level stages of delinquency.
• Review account status, inform customers of current status, request information as needed.
• Negotiate payments within delinquency stages with a focus on one-line resolution.
• Meet department goals and quality standards and adhere to schedule.
• Determine account status based on system of record.

Skills

Excellent oral communications

Counseling and persuasion skills

Excellent data entry

Math aptitude

Organized work habits

Flexibility to adapt

Decision making

Organizational skills

Production environment

Education

High School Diploma

Associates preferred

Job description

Description

Are you looking to jump start a career in banking? Are you interested in joining a team of professionals that help customers through their financial hardship while driving a tangible impact to the bottom line? Do you thrive in working in a fast paced environment that is ever changing? OurCollections and Recovery Specialistrole may be the right career choice for you.

At Citizens, our colleagues are our greatest asset. This is why we go to great lengths to foster an engaged workforce in ourCollections and Recovery teams. We are looking for colleagues with a positive attitude that are looking to learn.

OurCollections and Recoverycolleagues have the support and training needed to grow their careers and make a lasting impact.

What you can expect in this role:

• Field a variety of customer calls with a passion to deliver high quality solutions for our customers
• Help customers through their financial hardship by offering a wide variety of assistance and options
• Extensive training utilizing some of the most advanced techniques and tools, including an advanced AI training tool to give our colleagues the most realistic experience possible
• Dedicated support from leaders and peers to support your development and performance
• A work culture that believes in the power of working together and supporting the unique needs and career aspirations of each individual
• Satisfaction and pride in producing high quality work

What we offer

• Competitive salary
• Exceptional benefits such as medical, dental, and generous Paid Time Off policy
• Variety of work schedules to suit your lifestyle and needs
• Opportunities to grow your career with a company that values career progression
• Access to 401(k) with corporate match and Employee Stock Purchase Program
• Access to exclusive colleague offers on Citizens products and services

Responsibilities

• Collect payments on predefined accounts through problem resolution, servicing and negotiation techniques.
• Adhere to policy and compliance guidelines regarding security of customer information. Includes Citizens, local, state and federal laws.
• Adhere to system documentation, policies and procedures to ensure accurate operational reporting.
• Review account status, advise customer of current status, and request additional information as needed on inbound / outbound calls.
• Ability to consistently and proficiently negotiate payments on accounts within level stages of delinquency within one line of business.
• Ensure operational goals are met as set by department standards.
• Achieve a quality score as set by department standards.
• Adheres to provided schedule.
• Determine account status based on system of record.

What makes a successful member of the Collections and Recovery team? The positive energy and confidence you bring to Citizens and its customers every day will help build relationships with customers so you can anticipate their financial needs and provide suitable repayment solutions. Each Specialist will also be required to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and colleagues regarding account information.

Qualifications, Education, Certifications and/or Other Professional Credentials

• High School Diploma required; Associates preferred
• Excellent oral communications counseling and persuasion skills
• Knowledge of Fair Debt Collection Practices flexibility to adapt to changing business needs and requirements with a consistent, positive attitude
• Excellent data entry and typing skills
• Math aptitude
• Familiarity with digital phone systems
• Make independent decisions and exercise sound judgment
• Organized work habits
• Ability to perform in a production environment and meet monthly operational metric goals

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday in Johnston, RI office

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.