Senior Collection & Recovery Specialist

Citizens; Johnston (RI); Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Citizens is seeking a Collection Recovery Senior Specialist to field customer calls and deliver high-quality solutions to customers in financial hardship. You’ll use advanced techniques and tools for collections/recovery, including AI, to offer realistic and helpful experiences.

You will support junior staff, drive improvements in recovery metrics, and may lead special projects as directed by management, in an in-office 40-hour week schedule.

Formación

• Excellent oral communications counseling and persuasion skills.
• Knowledge of Fair Debt Collection Practices and ability to adapt to changing business needs.
• Excellent data entry and typing skills.
• Math aptitude.
• Familiarity with digital phone systems.
• Ability to make independent decisions and exercise sound judgment.
• Organized work habits.
• Ability to perform in a production environment and meet monthly operational metric goals.

Responsabilidades

• Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Completes any and all file/system maintenance required in accordance with policy to signify an account is currently engaged in a specialized form of collections.
• Understands, adheres to, and abides by laws, regulations, and bank policy regarding specialty collections.
• Assists junior staff with escalated concerns or peer reviews as required by management.
• May perform special projects or initiatives leveraging colleague experience as directed by management.

Conocimientos

Excellent communication

Persuasion skills

FDCPA knowledge

Data entry

Typing skills

Math aptitude

Phone systems

Decision making

Organization

Production environment

Descripción del empleo

Citizens is seeking a Collection Recovery Senior Specialist to field customer calls and deliver high-quality solutions to customers in financial hardship. You’ll use advanced techniques and tools for collections/recovery, including AI, to offer realistic and helpful experiences.

You will support junior staff, drive improvements in recovery metrics, and may lead special projects as directed by management, in an in-office 40-hour week schedule.