Client Solutions Professional II (Customer Service) (82535)
About The Position
This position initiates collection activities on early- and mid-stage delinquency accounts in accordance with bank policies and procedures and applicable federal loan-servicing regulations. The role counsels delinquent customers and works to establish formal and informal repayment plans, settlements, and workout plans. It also requires accurate documentation of each customer contact in the collection system. The team is described as spirited and collaborative, with frequent recognition and rewards. Employees have autonomy in making calls and are responsible for their performance. The team conducts a “power hour” for calls on charged-off deposit accounts, shares team statistics and rankings, and distributes scorecards each Monday. Call quality contributes to performance rankings.
Requirements
- Associate’s degree and 2–3 years of collections, branch banking, or customer service experience, or an equivalent combination of education and experience.
Responsibilities
- Initiate collection activities on early- and mid-stage delinquency accounts in accordance with bank policy and procedure and federal loan-servicing regulations.
- Counsel delinquent customers and establish formal and informal repayment plans, settlements, and workout plans.
- Accurately document each customer contact in the collection system.
- Identify ways to mitigate loss and complete due-date changes and deferrals.
- Escalate or redirect more delinquent accounts to senior collectors.
Benefits
- Training and development to support long-term employee careers.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
