Credit Assistance Specialist

Bank of America; Kennesaw (GA); On-site; USD 32,000 - 48,000; Full time

Job summary

Bank of America is seeking a Credit Services Associate to provide debt assistance and solutions to clients via outbound calls across delinquency stages. You will negotiate repayment plans, assess options, and uphold compliance while delivering empathetic client service.

The role requires strong communication, problem-solving, and the ability to navigate multiple systems. The position is based in Kennesaw, GA with standard in-office hours and rotating shifts.

Qualifications

• Must have strong communication skills and empathy with clients.
• Ability to negotiate payment arrangements within compliance guidelines.
• Experience with outbound collections and customer service preferred.

Responsibilities

• Reaches out to delinquent clients to secure payment and determines reason for delinquency.
• Negotiate repayment of outstanding debt that benefits both client and lender.
• Determine the right solution while staying within collections guidelines.
• Demonstrate empathy and maintain ethical conduct in all interactions.
• Meet quality standards and key performance indicators.
• Manage accounts on automated systems or manual calling to mitigate losses.

Skills

Active Listening

Attention to Detail

Client Solutions Advisory

Oral Communications

Account Management

Adaptability

Collaboration

Data Collection and Entry

Interpret Relevant Laws, Rules, andReg

Liquidity Management

Education

Bachelor’s Degree in related field or equivalent work experience

High School Diploma / GED / Secondary School or equivalent

Job description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Job Description

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications

• Minimum of one year of customer service experience
• Excellent verbal and written communication skills
• Ability to work within the operating hours and days for this position as outlined in the posted job requisition
• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs
• Proficient in dealing with customer issues in both a routine and complex environment
• Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients
• Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications

• Bachelor’s Degree in related field or equivalent work experience
• Credit assistance and collections experience
• Inbound/outbound call center experience
• Banking/financial services experience
• Knowledge of banking operations
• Skills: Active Listening, Attention to Detail, Client Solutions Advisory, Oral Communications, Account Management, Adaptability, Collaboration, Data Collection and Entry, Interpret Relevant Laws, Rules, and Regulations, Liquidity Management

Skills

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Work hours

Mon-Fri; 12 PM-9 PM EST/Rotating Saturdays

Required Shift

2nd shift (United States of America)

Hours Per Week

40

Privacy Statement

https://careers.bankofamerica.com/en-us/privacy-notice

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve.

Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values Learn about our four values that represent what we believe.

Pay Transparency

https://careers.bankofamerica.com/en-us/pay-transparency