First-Party Recovery Collector: Negotiation & Compliance

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

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.