First Party Recovery Collections Specialist

KeyBank; Brooklyn (OH); On-site; USD 26,000 - 34,000; Full time

Job summary

KeyBank is seeking a First-Party Recovery Collector to manage delinquent accounts, contacting customers to resolve balances, arranging payment plans, and ensuring regulatory compliance. You will spend most of your day on calls with customers to negotiate settlements and document activities accordingly.

The role emphasizes strong communication, empathy, and adherence to bank policies, with in-office work requirements and performance targets to meet monthly recovery goals.

Qualifications

• High school diploma or equivalent is required.
• Minimum 1 year of experience in a customer service/collections call center is required.
• Strong negotiation and communication skills to highlight the benefits of customers paying their debt.
• Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled.
• Ability to work in a fast-paced, goal-driven environment.
• Proficiency in Microsoft Office and collection software systems is a plus.
• Knowledge of banking regulations and recovery practices is a plus.

Responsibilities

• Contact customers via phone, email, and written correspondence to collect on delinquent accounts.
• Negotiate payment plans and settlements in accordance with bank policies.
• Document all collection activities accurately in the bank’s systems.
• Educate customers on account status, payment options, and consequences of non-payment.
• Collaborate with internal departments (e.g., customer service, fraud, escalations) to resolve account issues.
• Monitor and follow up on payment arrangements to ensure compliance.
• Maintain knowledge of federal and state collection laws, including FDCPA and other applicable regulations.
• Meet or exceed monthly recovery targets and performance metrics.
• Handle sensitive customer information with confidentiality and professionalism.

Skills

Negotiation

Communication

Customer service

Schedule adherence

Fast-paced environment

Education

High school diploma or equivalent

Tools

Microsoft Office

Collection software systems

Job description

Location:

4910 Tiedeman Road, Brooklyn Ohio

Training Schedule & Location

Training is conducted the 1st three weeks of employment. 100% on-site Monday – Friday 8am – 5pm ET

Schedule & Shift after Training:

Required in-office 2 days per week on Wednesday & Thursday

Monday – Thursday: 12:30pm - 9:00pm ET
Friday: 8:00am - 4:30pm ET
Every Other Saturday: 4 hours between 8:00am and 2:00pm ET

All equipment is provided.

Job Summary

First-Party Recovery Collector is responsible for managing and recovering delinquent accounts that are still owned by the bank. This role involves contacting customers to resolve past-due balances, negotiating payment arrangements, and ensuring compliance with banking regulations and internal policies. The ideal candidate will demonstrate strong communication skills, empathy, and a commitment to helping customers find solutions to resolve their financial obligations.

Individuals will spend 90% of their day on the phone with our customers trying to negotiate a payment or enter into a settlement agreement. The other 10% is documenting calls and training/meetings.

Key Responsibilities

• Contact customers via phone, email, and written correspondence to collect on delinquent accounts.

• Negotiate payment plans and settlements in accordance with bank policies.

• Document all collection activities accurately in the bank’s systems.

• Educate customers on account status, payment options, and consequences of non-payment.

• Collaborate with internal departments (e.g., customer service, fraud, escalations) to resolve account issues.

• Monitor and follow up on payment arrangements to ensure compliance.

• Maintain knowledge of federal and state collection laws, including FDCPA and other applicable regulations.

• Meet or exceed monthly recovery targets and performance metrics.

• Handle sensitive customer information with confidentiality and professionalism.

Minimum Qualifications & Requirements

• High school diploma or equivalent is required

• Minimum 1 year of experience in a customer service/collections call center is required

• Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt

• Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled

• Ability to work in a fast-paced, goal-driven environment

• Proficiency in Microsoft Office and collection software systems is a plus

• Knowledge of banking regulations and recovery practices is a plus

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $18.75 - $25.00 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation which may include production, commission, and/or discretionary incentives.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 10/01/2026KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [e-mail].