Recovery Specialist II

United Consumer Financial Services; Westlake (OH); In loco; USD 22.000 - 25.000; Tempo pieno

Descrizione del lavoro

Marmon Holdings is seeking a Recovery Specialist II in Westlake, OH to support collections efforts within a high-volume environment. You will handle outbound and inbound calls, document all activity, and work to reduce charge-offs while ensuring compliance with FDCPA and state laws.

The role includes mentoring peers, handling specialized accounts like deceased consumers, and achieving monthly performance metrics. A Monday–Friday schedule with occasional Saturday coverage is required.

Competenze

• High school diploma or equivalent required.
• 3 years of collections and call center experience.
• Ability to work independently with minimal supervision.

Mansioni

• Achieve department and individual goals to reduce charge-offs and increase recoveries.
• Make outbound collection calls and manage inbound consumer calls.
• Document all account activity and consumer interactions.
• Follow FDCPA standards and state laws.
• Mentor peers and train new hires.
• Support management and coordinate overtime to meet monthly goals.
• Manage specialized accounts (e.g., Deceased Consumer) and negotiate settlements.
• Analyze call outcomes to inform strategy and KPIs.
• Escalate cases to management to accelerate resolutions.
• Respond to departmental emails and correspondence.

Conoscenze

Collections experience

Call center experience

Independent work

Formazione

High school diploma or equivalent

Descrizione del lavoro

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The Recovery Specialist II is responsible for performing all the responsibilities of Recovery Specialist I with added duties including responding to departmental emails, mentoring peers, and managing specialized account types such as deceased consumers. This role supports team performance through leadership, communication, and operational support.

Pay Range: $16-18/hr + commissions

Work Schedule: Monday-Friday with an occasional Saturday, 10-6PM

• Achieve department and individual goals aimed at reducing charge-offs and increasing recoveries.
• Make outbound collection calls on at-risk accounts and manage inbound calls from consumers.
• Use effective questioning techniques to identify and overcome objections.
• Utilize skip tracing tools and collection strategies.
• Involve management in escalated cases to accelerate resolutions.
• Accurately document all account activity and consumer interactions.
• Follow all FDCPA standards and relevant state laws.
• Adhere strictly to company policies and procedures.
• Communicate effectively with internal departments to ensure seamless operations.
• Support management and peers in maintaining procedural compliance.
• Training new hires on recovery processes or call scripts.
• Motivate and guide team members to meet monthly goals, including coordinating overtime when necessary.
• Manage specialized accounts (e.g., Deceased Consumer) and negotiate settlements or payment arrangements.
• Make decisions on whether to retain or charge off accounts based on guidelines.
• Send and respond to correspondence in accordance with established policies.
• Respond promptly to departmental emails.
• Accurately document all communication and activity.
• Analyzing call outcomes to identify patterns and inform strategy.
• Consistently meet or exceed established Performance Metrics (KPIs).

Minimum Qualifications

• High school diploma or equivalent required.
• Comfortable working independently and with minimal supervision.
• 3 years of collections and call center experience.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], and please be sure to include the title and the location of the position for which you are applying.