Collections Specialist

Centralbancompany; Missouri; On-site; USD 38,000 - 56,000; Full time

Job summary

Centralbancompany in Missouri is seeking a Collections Specialist to manage outbound and inbound calls with cardholders on past due credit card balances, discuss payment options, and document all activities in the CRM. You will coordinate with 13 affiliates, processors, and card associations to resolve accounts.

The role requires strong communication, computer proficiency (Excel), and the ability to multitask while complying with banking regulations.

Qualifications

• High school diploma or equivalent; relevant work experience preferred.
• Previous telephone and direct customer contact is preferred.
• Proficient in Microsoft Excel and able to learn banking systems.
• Excellent oral, email, and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to multitask and manage time effectively.

Responsibilities

• Contact cardholders via outbound and inbound calls regarding past due balances.
• Assist with payment options for past due balances.
• Research disputed items on credit reports and resolve valid disputes.
• Review bankruptcy notices.
• Work with third party collection agencies and attorneys on past due cases.
• Document all communications in the cardholder file.
• Perform updates to collection and regulatory reporting agencies.
• Prepare charge offs of past due accounts deemed uncollectable within regulatory guidelines.
• Act as liaison with affiliates, processors, and Card Associations.
• Ensure accounts are accurate and complete; participate in training sessions.
• Comply with all banking regulations; perform other duties as assigned.

Skills

Customer service

Telephone calls

Excel

Communication skills

Multitasking

Attention to detail

Problem solving

Education

High school diploma

Tools

CRM software

Job description

• Contact cardholders via outbound and inbound telephone calls regarding credit card past due balances for 13 affiliate banks.
• Assist cardholders with payment options for past due balances.
• Research disputed items on past and present cardholder credit reports and work to resolve valid disputes.
• Review bankruptcy notices.
• Review system reports of returned check and ACH payments, communicate with the cardholder and follow up with a formal written notice.
• Work with third party collection agencies and attorneys on past due collections cases.
• Document all cardholder communication in the cardholder's file.
• Perform updates to collection and regulatory reporting agencies.
• Prepare charge off of past due accounts deemed uncollectable within regulatory guidelines.
• Perform reviews or "checkbacks" of work prepared by coworkers.
• Complete customer CRM for every case.
• Act as liaisons with personnel at the 13 affiliates and the various processors and Card Associations.
• Work closely with all departments within BankCard to ensure customer accounts are accurate and complete.
• Assignment, review, and approval of work may come in written or verbal form from the following sources: Operations VP, Collections Manager, or Collections Assistant Manager.
• Attend and assist with training sessions to increase knowledge about the bank and the financial services industry.
• Take time to bring their concerns to internal meetings and able to communicate with their manager.
• Have contact with every area of the bank, and all our affiliates, to gain information to help investigate past due balances; seek help to answer questions concerning possible charge off accounts.
• Occasionally requires assistance from other bank departments or from holding company operations.
• Responsible for compliance with all banking regulations applicable to the job.
• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This role works in a standard office environment and involves extended periods at a computer, regular communication in person and by phone, and occasional lifting of items up to 25 pounds. The Bank will provide reasonable accommodations to enable individuals with disabilities to perform the essential functions of this position.

ADDITIONAL REQUIREMENTS

Regular and reliable attendance and punctuality are required for this position. Must be able to perform the essential functions of this position with or without reasonable accommodation

• High school education with relevant work experience preferred
• Previous telephone and direct customer contact is preferred
• Computer experience is required
• Must be proficient in Microsoft Excel and able to learn multiple processor and banking systems
• Excellent oral, email, and written communication skills are required
• Strong analytical and problem solving skills required
• Average typing skills are required
• Must be able to multi-task and have time management skills