Collection Recovery Specialist

Citizens Bank•Johnston, RI

18d

About The Position

Are you looking to jump start a career in banking? Are you interested in joining a team of professionals that help customers through their financial hardship while driving a tangible impact to the bottom line? Do you thrive in working in a fast paced environment that is ever changing? Our Collections and Recovery Specialist role may be the right career choice for you. At Citizens, our colleagues are our greatest asset. This is why we go to great lengths to foster an engaged workforce in our Collections and Recovery teams. We are looking for colleagues with a positive attitude that are looking to learn. We are seeking a highly motivated and detail-oriented professional to join our team in a critical collections role. This position is responsible for collecting payments from individuals and businesses with outstanding debt across both Commercial Credit Cards The role directly supports loss mitigation efforts and contributes to the financial health of the organization.

Requirements

Strong phone communication, active listening, and negotiation skills.
Demonstrated ability to thrive in a team-oriented environment.
Excellent organizational skills and ability to perform in a fast-paced, high-volume setting.
High School Diploma required; Associates preferred
Excellent oral communications counseling and persuasion skills
Knowledge of Fair Debt Collection Practices flexibility to adapt to changing business needs and requirements with a consistent, positive attitude
Excellent data entry and typing skills
Math aptitude
Familiarity with digital phone systems
Make independent decisions and exercise sound judgment
Organized work habits
Ability to perform in a production environment and meet monthly operational metric goals

Responsibilities

Manage inbound and outbound calls to review and resolve delinquent accounts.
Utilize effective servicing, negotiation, and problem-resolution techniques to collect payments.
Assess customer financials to determine the most appropriate resolution based on their capabilities.
Maintain accurate daily tracking of offset debits and work package maintenance.
Document all transactions and interactions across systems of record to ensure compliance and support quality control reviews.
Collect payments on predefined accounts through problem resolution, servicing and negotiation techniques.
Adhere to policy and compliance guidelines regarding security of customer information. Includes Citizens, local, state and federal laws.
Adhere to system documentation, policies and procedures to ensure accurate operational reporting.
Review account status, advise customer of current status, and request additional information as needed on inbound / outbound calls.
Ability to consistently and proficiently negotiate payments on accounts within all level stages of delinquency within one line of business.
Ensure operational goals are met as set by department standards.
Achieve a quality score as set by department standards.
Adheres to provided schedule.
Determine account status based on system of record.