Senior Recovery Specialist — Mentoring & Strategy (Hybrid)

United Consumer Financial Services Compa; Westlake (OH); Hybrid; USD 42,000 - 65,000; Full time

Job summary

United Consumer Financial Services Compa, part of Marmon Holdings under Berkshire Hathaway, invites you to join as Recovery Specialist II. You will perform duties from Recovery Specialist I with added responsibilities including responding to departmental emails, mentoring peers, and managing specialized accounts such as deceased consumers.

Hybrid schedules are available, supporting flexible work arrangements.

Qualifications

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

Responsibilities

• 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).

Skills

Outbound calls

Skip tracing

FDCPA knowledge

Documentation

Mentoring peers

Team coordination

Education

High school diploma

Tools

Skip tracing software

Job description

United Consumer Financial Services Compa, part of Marmon Holdings under Berkshire Hathaway, invites you to join as Recovery Specialist II. You will perform duties from Recovery Specialist I with added responsibilities including responding to departmental emails, mentoring peers, and managing specialized accounts such as deceased consumers.

Hybrid schedules are available, supporting flexible work arrangements.