Collection Recovery Sr. Specialist

Citizens Bank • Johnston, RI

6d • Onsite

About The Position

As a Collection Recovery Senior Specialist at Citizens, you will handle a variety of customer calls and provide high-quality solutions to customers experiencing financial hardship by offering appropriate assistance and options. You will use specialized collections and recovery knowledge, training, techniques, and tools—including AI—to provide helpful customer experiences. Working with limited supervision, you will support junior staff members and peers in their development and performance. You will also contribute to improvements in collection and recovery metrics and may take part in management-directed projects or initiatives that draw on colleague experience.

The role is based in the office and has a 40-hour workweek, Monday through Friday, from 8:00 AM to 5:00 PM.

Requirements

• Excellent oral communication, counseling, and persuasion skills.
• Knowledge of the Fair Debt Collection Practices.
• Flexibility to adapt to changing business needs and requirements while maintaining a consistent, positive attitude.
• Excellent data-entry and typing skills.
• Math aptitude.
• Familiarity with digital phone systems.
• Ability to make independent decisions and exercise sound judgment.
• Organized work habits.
• Ability to perform in a production environment and meet monthly operational metric goals.

Responsibilities

• Serve as a subject matter expert in a specialized area of collections and recovery.
• Help improve strategic and tactical collection and recovery metrics while ensuring adherence to applicable policies and procedures.
• Complete required account file and system maintenance to indicate engagement in a specialized form of collections.
• Comply with laws, regulations, and bank policies relating to specialty collections.
• Assist junior or less experienced staff with escalated concerns and conduct peer reviews as required by department management.
• Perform special projects or initiatives as directed by management and senior management.
• Handle customer calls and offer assistance and options to customers experiencing financial hardship.
• Support the development and performance of junior staff members and peers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed