Overview

This position collects past due payments at an advanced level of skill and complexity on various consumer and business account types by phone, while upholding the Bank's high standards for the client experience. Probes clients with fact finding questions to ensure a complete understanding of reasons for delinquency, and works with the client to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. Calls are primarily made using an automated dialing platform which is integrated with the collections system, so it is important that this position is able to type, talk, and navigate multiple systems simultaneously in order to maintain satisfactory productivity standards. This position is considered a first line of defense and is expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank. May provide training for less experienced specialists in the work group.

• Resolution Support - Contacts past due clients to secure payment arrangements or apply the appropriate treatment to resolve delinquency. Some of the accounts have a high level of complexity and may require research. Assists less experienced associates with difficult and escalated calls. Serves as liaison between the branch and client to ensure streamlined account resolution.
• Client Service - Establishes rapport and delivers the best client experience while maintaining the highest standard of professionalism and call quality.
• Operational Support - Documents accounts, uses correct system coding, and submits account maintenance with accuracy. Works more complex accounts and conducts skip tracing.