Collection Recovery Sr. Specialist

Citizens • Johnston, RI

4h • Onsite

About The Position

As the Collection Recovery Senior Specialist at Citizens, you will handle a variety of customer calls and demonstrate your commitment to delivering high-quality solutions. You will assist customers through financial hardship by offering a wide range of assistance and options. This role requires extensive training and knowledge in advanced techniques and tools, including AI, specific to the collections/recovery business, to provide customers with the most realistic and helpful experience. You will operate with limited supervision and be responsible for supporting junior staff members and peers to aid their development and performance. You will play a key role in driving improvements for strategic and tactical collection and recovery metrics, potentially undertaking special projects or initiatives that leverage your colleague experience.

Requirements

• 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

• Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Completes any and all file/system maintenance required in accordance with policy in order to signify an account is currently engaged in a specialized form of collections.
• Understands, adheres to and abides by any and all laws, regulations, and bank policy regarding specialty collections.
• Assists junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
• May be expected to perform special projects or initiatives that leverage colleague experience. This will be as directed by management and senior management.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees