Collection Recovery Sr. Specialist

Citizens; Johnston (RI); On-site; USD 50,000 - 70,000; Full time

Job summary

Citizens Bank in Johnston, RI is seeking a Collection Recovery Senior Specialist to field customer calls and deliver high-quality recovery solutions. You will use advanced tools and training to support customers through hardship, while guiding junior staff and driving improvements in key metrics.

You will act as SME in specialized collections, ensure policy compliance, and contribute to strategic initiatives.

Qualifications

• Excellent oral communications, counseling and persuasion skills.
• Knowledge of Fair Debt Collection Practices with adaptability to changing needs.
• 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: Mon–Fri, 8:00 AM–5:00 PM, in office.

Responsibilities

• Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Completes any and all file/system maintenance required in accordance with policy in order to signify an account is currently engaged in a specialized form of collections.
• Understands, adheres to and abides by any and all laws, regulations, and bank policy regarding specialty collections.
• Assists junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
• May be expected to perform special projects or initiatives that leverage colleague experience. This will be as directed by management and senior management.

Skills

Oral communication

Debt collection laws

Typing skills

Math aptitude

Phone systems

Decision making

Organization

Production metrics

Schedule adherence

Job description

Description

At Citizens, we’re more than a bank. As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.

As the Collection Recovery Senior Specialist, you will field a variety of customer calls and display your passion to deliver high quality solutions for our customers. Additionally, you will help customers through their financial hardship by offering a wide variety of assistance and options. You will thrive in this role through your extensive training and knowledge in some of the most advanced techniques and tools for your specialized area of the collections/recovery business, including AI, to give customers the most realistic and helpful experience possible. You will work with limited supervision and will be responsible for providing support to junior staff members and peers to support their development and performance on your team. You will be a key player in driving improvements for strategic and tactical collection and recovery metrics, possibly performing special projects or initiatives that leverage colleague experience.

Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

• Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Completes any and all file/system maintenance required in accordance with policy in order to signify an account is currently engaged in a specialized form of collections.
• Understands, adheres to and abides by any and all laws, regulations, and bank policy regarding specialty collections.
• Assists junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
• May be expected to perform special projects or initiatives that leverage colleague experience. This will be as directed by management and senior management.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 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 & Work Schedule

• Hours per Week: 40 Hours
• Work Schedule: Monday - Friday 8:00 AM - 5:00 PM (in 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 condition, 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.