Customer Solutions Advocate

Jobtailor; Missouri; On-site; USD 35,000 - 55,000; Full time

Job summary

Jobtailor is seeking a Collections Specialist to support delinquent accounts under supervision. You will pursue payment commitments from defaulted customers using calls and skips traces, and monitor accounts for alternatives to repossession.

The role requires strong communication, negotiation, and time-management skills, with proficiency in Microsoft Office. You will mentor peers and escalate unusual cases to leadership per policy.

Qualifications

• High school diploma or equivalent required.
• Minimum one year in collections, customer service, sales, or customer solutions advocacy.
• Strong oral and written communication and interpersonal skills.
• Excellent listening, negotiation, and conflict management abilities.
• Proficient with computer systems and data entry with accuracy.
• Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Propose solutions for delinquent accounts at mid to high risk under supervision.
• Contact defaulted customers to obtain payment commitments via calls.
• Monitor accounts to identify alternatives to repossessions, bankruptcies, etc.
• Demonstrate time management to stay productive across multiple system platforms.
• Skip trace accounts using statements, applications, and third-party services.
• Apply conflict management skills to handle escalated situations.
• Multi-task effectively in a fast-paced environment while reviewing performance metrics.
• Mentor peers and serve as Customer Solutions SME.
• Escalate unique complaints to leadership per the bank's process.

Skills

Communication skills

Negotiation

Conflict management

Time management

Mentoring

Multi-tasking

Customer service

Problem-solving

Attention to detail

Organizational skills

Data entry

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Responsibilities

• Under direct supervision, proposes possible solutions and documents Mid-Stage, Late Stage and High-Risk delinquent accounts.
• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments.
• Monitor delinquent accounts to identify situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist.
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Skip trace accounts by accessing statements, applications, and third-party vendor services.
• Employ conflict management skill set to handle escalated situations.
• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance.
• Mentor and train peers while functioning as a Customer Solution’s subject matter expert.
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank’s complaint management program.

Requirements

• High school diploma or equivalent
• Minimum one-year collections, customer service, sales, or customer solutions advocacy experience required
• Proficient oral, written, and intrapersonal communication skills
• Exemplary comprehension, listening and negotiation skills
• Excellent customer service skills with both external and internal customers
• Attention to detail
• Excellent conflict management skills
• Ability to work in a Call Center environment
• Basic mathematical and analytical skills
• Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.
• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.
• Self-motivated, professional with strong organizational and problem-solving skills.