Strategic Collections Specialist – Client-First

First Citizens; Raleigh (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

First Citizens in Raleigh, NC seeks a collections specialist responsible for contacting past-due accounts by phone, assessing reasons for delinquency, and negotiating payment arrangements to bring accounts current. This role is frontline risk mitigation, requiring attention to detail, professional etiquette, and the ability to navigate multiple systems while upholding quality client experience.

Responsibilities include resolution support, building rapport with clients, documenting activity

Qualifications

• Excellent written and verbal communication skills.
• Ability to negotiate.
• Ability to type and talk and work in multiple systems simultaneously.
• Advanced attention to detail.
• Proven ability to resolve customer concerns with professional etiquette.

Responsibilities

• Resolution Support - Contacts past due clients to collect payments and applies the appropriate treatment to resolve delinquency.
• Client Service - Establishes rapport with clients and delivers the best client experience while maintaining high standards of professionalism and call quality.
• Operational Support - Documents accounts, uses the correct system coding, and submits account maintenance with accuracy.
• Procedural - Maintains strong knowledge of Bank policies while navigating multiple systems to ensure procedures and regulations are followed.

Skills

Communication skills

Negotiation

Typing & multitasking

Attention to detail

Customer service

Education

Bachelor's Degree

High School Diploma or GED with 2 years experience

Job description

First Citizens in Raleigh, NC seeks a collections specialist responsible for contacting past-due accounts by phone, assessing reasons for delinquency, and negotiating payment arrangements to bring accounts current. This role is frontline risk mitigation, requiring attention to detail, professional etiquette, and the ability to navigate multiple systems while upholding quality client experience.

Responsibilities include resolution support, building rapport with clients, documenting activity