Client Solutions Specialist I

Truist Bank • Richmond, VA

3d • Onsite

About The Position

The Client Solutions Specialist I position involves collecting delinquent accounts according to agreed-upon strategies while adhering to all collection policies, procedures, and guidelines. The role requires providing exceptional client service by being transparent, positive, and treating clients with respect. This position also assists leadership in handling problem accounts and supports new or less experienced teammates through coaching and training. Additionally, the specialist provides feedback and assistance on department workflow and projects.

Requirements

• High school graduate
• Advanced computer skills in MS office suite
• Achieved and consistently exceeded production goals and performance expectations
• Three plus years previous collection/recovery experience
• Excellent verbal and written communication skills
• In depth understanding of systems and products across Client Default Solutions.
• Ability to perform in a fast paced, highly dynamic environment.

Nice To Haves

• Bachelor’s Degree in a business-related field
• Previous lending or call center experience
• Bilingual

Responsibilities

• Consistently achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.
• Responsible for exercising good and professional judgement in handling more difficult problem accounts. May include exceptionally complex or multiple products, systems, delinquency or charged off accounts.
• Provide Clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training.
• Assist less experienced teammates with more difficult collection accounts and client calls and may assist with new hire side by side training.
• Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Assist leadership and in handling escalated internal and external inquiries and/or complaints.
• Document all collection efforts for each assigned account in the collection system using appropriate codes and notes in accordance with established procedures.
• Utilize established resources for alternative information to reach clients.
• Offer/execute payment assistance and settlement programs, including expanded authority levels within policy guidelines.
• Communicate regularly with leadership on status of problem accounts in accordance with established procedures.
• Ensure that all accounts have been thoroughly worked according to established procedures (including contact attempts, required letters, etc.).
• Complete all required Computer Based Training (CBT) courses accurately and timely.
• May assist leadership with reviewing system test cases for common collection tasks to help support accurate deployment of upcoming system changes.

Benefits

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment
• 10 sick days (also prorated)
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED