Account Resolution Specialist

Full-time - Mid Level

Fort Mill, SC

Funds, Trusts, and Other Financial Vehicles

About the position

The Account Resolution Specialist is responsible for managing outbound and inbound calls for customers who are delinquent on their accounts, actively involved in loss mitigation, or undergoing insurance claims. This role focuses on developing strong relationships with customers and co-workers while ensuring compliance with regulatory practices. The specialist will work to understand customers' financial situations, guide them through the resolution process, and foster a positive work culture.

Responsibilities

• Make outbound calls and receive inbound calls for customers who are more than 30 days delinquent.
• Determine reasons for customer delinquency and formulate resolution strategies.
• Establish cash flow through the delinquency resolution process.
• Communicate effectively with customers to understand their financial situations.
• Identify customers needing loss mitigation assistance and manage the referral process.
• Guide customers through the loss mitigation or loss draft process, including document collection and trial payments.
• Document customer account activities thoroughly and concisely.
• Make quick and effective decisions regarding customer accounts.
• Abide by all applicable regulatory and departmental practices.

Requirements

• Computer proficiency.
• Ability to apply mathematical concepts and calculations.
• Strong oral, written, and interpersonal skills.
• Strong customer service skills, including courteous telephone etiquette.
• Ability to interpret policies and procedures and communicate effectively.
• Ability to make decisions and exercise good judgment in a complex environment.
• Capability to adapt to a fast-paced environment and learn new information.
• Ability to work under stress and respond to inquiries with tact and patience.
• Ability to work in a team environment.
• Ability to exercise discretion on sensitive matters.

Nice-to-haves

• Previous collections, customer service, or call center experience.
• Experience with Director7 and Five9 is a plus.
• A college degree is preferred.