Collections Associate: Delivers Solutions & Care

Eastern Bank; Wakefield (MA); On-site; USD 32,000 - 51,000; Full time

Job summary

Eastern Bank is seeking a Default Management Associate I in Wakefield, MA to partner with consumers on past-due accounts, address delinquencies, and promote timely payments. The role emphasizes customer service excellence and knowledge of collection practices.

The position requires a bachelor’s degree in a financial discipline or 3–5+ years of related experience; familiarity with FIS Insight, collections software, and Microsoft Office is helpful.

Qualifications

• Bachelor's degree preferred or 3–5+ years in customer service/financial industry.
• Proven customer service experience and knowledge of banking products.

Responsibilities

• Providing exceptional Customer Service.
• Meet established call requirements (for both Compliance and Customer Service).
• Process payments accurately.
• Assume ownership for in depth review of queues as assigned.
• Provide training and guidance with Bank applications, systems, and procedures.
• Handle more complex inquiries that require an experienced Collector.
• Generate customer correspondence across channels.
• Process servicing requests and log customer complaints.
• Identify operational/system issues requiring research/follow up.
• Projects as assigned.
• Attend seminars and training to gain advanced knowledge of collections.

Skills

Customer service

Bank products knowledge

Communication skills

Microsoft Office

Banking applications

Education

Bachelor's degree in finance/related field

Tools

FIS Insight

Collections software

Caller software

Optima

Sales Management

Job description

Eastern Bank is seeking a Default Management Associate I in Wakefield, MA to partner with consumers on past-due accounts, address delinquencies, and promote timely payments. The role emphasizes customer service excellence and knowledge of collection practices.

The position requires a bachelor’s degree in a financial discipline or 3–5+ years of related experience; familiarity with FIS Insight, collections software, and Microsoft Office is helpful.