Collections Specialist I

First Bank; St. Louis (MO); On-site; USD 42,000 - 54,000; Full time

Job summary

First Bank is seeking an Overdraft/Collections Specialist to manage relationships for customers with overdrawn accounts and charged-off statuses. You will contact clients by phone, negotiate payment arrangements, and update account information in bank systems.

The role emphasizes adherence to FDCPA and Reg E, accuracy in documenting interactions, and achieving productivity targets while supporting the bank's overdraft program.

Qualifications

• High school diploma or GED; minimum two years of customer service and/or collections experience.
• Strong math skills to compute rates, ratios, and percentages.
• Prior call center experience and collections preferred.
• Familiarity with FIS Insight is a real plus.

Responsibilities

• Collection on overdrawn deposit accounts.
• Performing system maintenance on customer accounts in the appropriate bank system; FIS Insight, Sales Management, People Soft and Cyber/Collect.
• Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
• Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
• Reviewing accounts for charge off maintenance as a result of delinquency.
• Accepting and performing credit card payments; for checking/savings accounts, via the First Data Global Gateway system.
• Adhering to the guidelines set forth in the Fair Debt Collection Practices Act (FDCPA) and the Electronic Fund Transfers Act (Reg. E) as it pertains to overdraft programs.
• Educating customers regarding the overdraft program, Best Practices, regulatory guidelines surrounding overdraft programs including Reg. E and the Truth in Savings Act (Reg. DD).
• Consistently meeting and maintaining goals and productivity levels set by management.
• Escalating problem accounts to the next level in a timely fashion.
• Ensuring that all calls are documented in the appropriate software systems.

Skills

Customer service

Collections

Call center

FDCPA knowledge

Reg E knowledge

MS Office

Excel

Multilingual

Education

High school diploma or GED

Tools

FIS Insight

Microsoft Excel

Microsoft Outlook

First Data Global Gateway

Sales Management

PeopleSoft

Cyber/Collect

Job description

Overdraft/Collections Specialist

An Overdraft/Collections Specialist manages client relationships for individuals and businesses with checking and savings accounts that are overdrawn or are in a charged-off status. Responsibilities include answering incoming and initiating outgoing calls to obtain deposit information, negotiate payment arrangements, settlements and update any customer contact information; which may include skip tracing; in addition to answering questions regarding the First Bank's Overdraft program.

What You Will Be Doing

• Collection on overdrawn deposit accounts.
• Performing system maintenance on customer accounts in the appropriate bank system; FIS Insight, Sales Management, People Soft and Cyber/Collect.
• Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
• Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
• Reviewing accounts for charge off maintenance as a result of delinquency.
• Accepting and performing credit card payments; for checking/savings accounts, via the First Data Global Gateway system.
• Adhering to the guidelines set forth in the Fair Debt Collection Practices Act (FDCPA) and the Electronic Fund Transfers Act (Reg. E) as it pertains to overdraft programs.
• Educating customers regarding the overdraft program, Best Practices, regulatory guidelines surrounding overdraft programs including Reg. E and the Truth in Savings Act (Reg. DD).
• Consistently meeting and maintaining goals and productivity levels set by management.
• Escalating problem accounts to the next level in a timely fashion.
• Ensuring that all calls are documented in the appropriate software systems.

• High school diploma or general education degree (GED); and a minimum of two years customer service and/or collections experience and/or training, preferably in a banking environment; 6 month related experience, preferred; or equivalent combination of education and experience.
• Proven ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent.
• Previous telephone call center experience and collections preferred.
• Familiarity with FIS Insight, a real plus.
• Intermediate knowledge and experience with Microsoft Office products including Excel and Outlook, required.
• Multi-lingual, a real plus.
• U.S. Military Veterans are encouraged to apply.