Overdraft & Charge-Off Collections Specialist

First-Bank; Chesterfield (MO); Hybrid; USD 24,000 - 30,000; Full time

Job summary

First Bank is seeking a Collections Specialist to manage overdrawn and charged-off deposit accounts in a high-volume, telephone-based environment.

You will perform outreach, negotiate payment arrangements, document all activity, and ensure compliance with bank policies and applicable laws.

This role emphasizes collaboration with branches and internal teams, accuracy in documentation, and respectful, clear communication with clients.

Qualifications

• High school diploma or equivalent required.
• Two years of customer service, collections, recovery, deposit operations, banking, or call center experience preferred.
• Experience with FIS Insight or comparable core banking and collections systems is preferred.
• Bilingual or multilingual communication skills are preferred.

Responsibilities

• Manage a queue of overdrawn and charged-off accounts via inbound/outbound calls and written communication.
• Document collection activity in applicable systems and maintain accurate notes.
• Review accounts overdrawn due to service charges and process closures per procedures.
• Accept and process authorized debit or credit card payments for deposit obligations.
• Explain overdraft program and options in clear, respectful language.
• Negotiate payment arrangements within authorized guidelines; escalate when outside guidelines.
• Maintain thorough, timely collection notes and partner with branches and internal teams.
• Follow policies, regulations, and risk controls; escalate sensitive matters as needed.

Skills

Negotiation

Active listening

De-escalation

Problem solving

Communication with clients

Attention to detail

Time management

Independent and collaborative work

Microsoft Excel

Microsoft Outlook

Research and documentation

Skip tracing

Bilingual communication

Education

High school diploma or equivalent

Tools

FIS Insight

Sales Management

PeopleSoft

Cyber/Collect

Job description

First Bank is seeking a Collections Specialist to manage overdrawn and charged-off deposit accounts in a high-volume, telephone-based environment.

You will perform outreach, negotiate payment arrangements, document all activity, and ensure compliance with bank policies and applicable laws.

This role emphasizes collaboration with branches and internal teams, accuracy in documentation, and respectful, clear communication with clients.