Delinquency Resolution Specialist

Retail Region 2 Administration; Wakefield (MA); On-site; USD 31,000 - 50,000; Full time

Job summary

Eastern Bank is seeking a Default Management professional in Massachusetts to partner with Consumer and Business Banking customers. The role focuses on addressing past due accounts, providing solutions, and ensuring timely payments.

You will engage with multiple teams, train staff on bank applications, and handle more complex inquiries while meeting compliance requirements. A strong background in banking software and customer service is essential.

Qualifications

• Bachelor’s degree in finance preferred or 3–5+ years in a Customer Service/Financial related industry.
• Proven customer service experience and strong written and verbal communication skills.
• Knowledge of Bank products, collection laws and regulations.
• Proficiency with Microsoft Outlook, Word, Excel and PowerPoint.
• Experience with Bank applications and software including FIS Insight, Collections, Caller software, Optima, and Sales Management.
• Train and collaborate with Default Associate I & III’s, Default Management Admin Team, Loss Mitigation Team, and Default Managers.
• Ownership of processes as assigned.
• In depth review, maintenance and follow up for special queues.
• Handle moderately complex customer inquiries, complaints, or requests for assistance.

Responsibilities

• Providing exceptional Customer Service.
• Meet established call requirements (for both Compliance and Customer Service).
• Process payments accurately.
• Own in depth review of queues as assigned.
• Provide training and guidance with Bank applications, systems, and procedures.
• Handle more complex inquiries that require an experienced Collector.
• Generate customer correspondence across channels.
• Identify operational/system issues in need of research/follow up.
• Projects as assigned.

Skills

Customer service

Bank products knowledge

Regulations knowledge

Microsoft Office

Banking software

Communication skills

Queue ownership

Education

Bachelor's degree in finance

Tools

FIS Insight

Collections software

Caller software

Optima

Sales Management

Job description

Eastern Bank is seeking a Default Management professional in Massachusetts to partner with Consumer and Business Banking customers. The role focuses on addressing past due accounts, providing solutions, and ensuring timely payments.

You will engage with multiple teams, train staff on bank applications, and handle more complex inquiries while meeting compliance requirements. A strong background in banking software and customer service is essential.