Collections Specialist

First Citizens; Raleigh (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

First Citizens in Raleigh, NC seeks a collections specialist responsible for contacting past-due accounts by phone, assessing reasons for delinquency, and negotiating payment arrangements to bring accounts current. This role is frontline risk mitigation, requiring attention to detail, professional etiquette, and the ability to navigate multiple systems while upholding quality client experience.

Responsibilities include resolution support, building rapport with clients, documenting activity

Qualifications

• Excellent written and verbal communication skills.
• Ability to negotiate.
• Ability to type and talk and work in multiple systems simultaneously.
• Advanced attention to detail.
• Proven ability to resolve customer concerns with professional etiquette.

Responsibilities

• Resolution Support - Contacts past due clients to collect payments and applies the appropriate treatment to resolve delinquency.
• Client Service - Establishes rapport with clients and delivers the best client experience while maintaining high standards of professionalism and call quality.
• Operational Support - Documents accounts, uses the correct system coding, and submits account maintenance with accuracy.
• Procedural - Maintains strong knowledge of Bank policies while navigating multiple systems to ensure procedures and regulations are followed.

Skills

Communication skills

Negotiation

Typing & multitasking

Attention to detail

Customer service

Education

Bachelor's Degree

High School Diploma or GED with 2 years experience

Job description

Overview

This position is responsible for the collection of past due payments on various retail or consumer account types by phone, while upholding the Bank's high standards for the client experience. Probes with fact-finding questions to ensure a complete understanding of client's reason for delinquency, and works with client to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. This position is considered a first line of defense and expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank.

Responsibilities

• Resolution Support - Contacts past due clients to collect payments. Applies the appropriate treatment to resolve delinquency, and serves as a liaison between branch and clients.
• Client Service - Establishes a rapport with clients throughout work activities. Delivers the best client experience while maintaining high standards of professionalism and call quality.
• Operational Support - Documents accounts, utilizes the correct system coding, and submits account maintenance with accuracy.
• Procedural - Maintains a strong knowledge of Bank policies while navigating multiple systems to ensure procedures and applicable regulations are followed at all times.

Qualifications

Bachelor's Degree

-OR-

High School Diploma or GED and 2 years of experience in Collections, Customer Service, or Financial services

Additional Requirements

Excellent written and verbal communication skills

Ability to negotiate

Ability to type and talk and work in multiple systems simultaneously

Advanced attention to detail

Proven ability to resolve customer concerns with professional etiquette

Preferred Qualifications

Advanced collections skills in high-volume environment

Intermediate skip-tracing experience

Bachelor's degree

Large Financial Institution or Banking industry experience

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.