Client Solutions Specialist I-Lightstream

Truist • Richmond, VA

5d • Onsite

About The Position

The Client Solutions Specialist I position is responsible for collecting delinquent accounts according to agreed-upon collection strategies while adhering to all collection policies, procedures, and guidelines. This role also involves providing exceptional client service by being transparent, positive, and treating clients with respect. The position requires achieving performance expectations for collection efforts, providing clients with cure plans, negotiating payment arrangements, and accurately disclosing relevant account information. The specialist will manage client communications professionally, work accounts thoroughly according to established procedures, document all collection efforts in the system of record, and execute on established call scripts. Additionally, the role involves achieving acceptable call monitoring scores, communicating regularly with Client Default Leaders regarding repossessions and other special handling calls, accurately processing payments and transactions, and completing all required Computer Based Training (CBT) courses.

Requirements

• High school diploma or equivalent education and related training or experience
• Strong verbal and written communication skills
• Basic Computer skills
• Ability to perform in a fast paced, highly dynamic environment.
• Ability to work flexible schedule, including overtime as needed.

Nice To Haves

• Previous Client service, collections, or sales experience
• Bilingual

Responsibilities

• 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.
• 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.
• Disclose all relevant account information to Clients accurately, professionally, and in a positive manner.
• Manage client communications and provide accurate account detail and information with an elevated level of professionalism and integrity, while following all required compliance and quality expectations.
• Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)
• Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
• Execute on the established call scripts documented in training, policies, procedures, and guidelines.
• Achieve acceptable call monitoring scores in each call category.
• Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquires, complaints, and other calls that require special handling.
• Accurately process payments, transactions, and workflows.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

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 (depending on position and division)
• restricted stock units (depending on position and division)
• deferred compensation plan (depending on position and division)

What This Job Offers

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