In‑Office First-Party Collections Specialist

KeyBank; Brooklyn (OH); On-site; USD 39,000 - 52,000; Full time

Job summary

KeyBank in Brooklyn, OH is seeking a First-Party Recovery Collector to manage delinquent accounts by phone, negotiate settlements, and document activities in bank systems. The role emphasizes empathy, clear communication, and adherence to banking regulations.

90% of time is on the phone with customers; the rest is documenting calls and training. Training is on-site for the first three weeks, then in-office two days weekly. Base pay ranges hourly with incentive potential.

Qualifications

• High school diploma or equivalent is required.
• Minimum 1 year of experience in a customer service/collections call center.
• Strong negotiation and communication skills.
• Ability to follow a schedule set by management.
• Knowledge of banking regulations (FDCPA) 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 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 regulations.
• Meet or exceed monthly recovery targets and performance metrics.
• Handle sensitive customer information with confidentiality.

Skills

Negotiation skills

Communication skills

Customer service

Phone etiquette

Schedule adherence

Education

High school diploma or equivalent

Tools

Microsoft Office

Collection software

Job description

KeyBank in Brooklyn, OH is seeking a First-Party Recovery Collector to manage delinquent accounts by phone, negotiate settlements, and document activities in bank systems. The role emphasizes empathy, clear communication, and adherence to banking regulations.

90% of time is on the phone with customers; the rest is documenting calls and training. Training is on-site for the first three weeks, then in-office two days weekly. Base pay ranges hourly with incentive potential.