Delinquency Resolution Specialist

Grand Rapids; Grand Rapids, Northern (MI, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Grand Rapids is seeking a detail-oriented Call Center Associate to discuss account resolutions, including payoffs and settlements, and to recover losses. You will trace information, obtain histories, and document all customer communications in our records system.

The role requires at least one year in collections or customer solutions, strong communication, and solid data-entry skills, with proficiency in MS Office. Join a team focused on risk-aware customer service and compliant practices.

Qualifications

• Requires a high school diploma or equivalent.
• Minimum one year of collections or customer solutions advocacy experience.
• Strong oral and written communication skills.
• Exemplary listening and negotiation abilities.
• Self-motivated, professional with basic math and analytical skills.
• Proficient with computer systems and data entry; familiar with MS Office.

Responsibilities

• Contact bank customers via dialer campaigns and manual calls to discuss payoffs, payment plans, and settlements.
• Perform skip tracing and gather payment histories and related documents to support obligations.
• Document all interactions accurately in the internal system of record.
• Elevate customer complaints and risk situations to leadership per the bank's program.
• Review performance reports to measure productivity and achieve targets.
• Complete projects and tasks within required timeframes.

Skills

Communication

Negotiation

Analytical thinking

Data entry

Microsoft Office

Education

High School diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Grand Rapids is seeking a detail-oriented Call Center Associate to discuss account resolutions, including payoffs and settlements, and to recover losses. You will trace information, obtain histories, and document all customer communications in our records system.

The role requires at least one year in collections or customer solutions, strong communication, and solid data-entry skills, with proficiency in MS Office. Join a team focused on risk-aware customer service and compliant practices.