Collection Recovery Sr. Specialist

Citizens Financial Group • Johnston, RI

4d • Onsite

About The Position

At Citizens, the Collection Recovery Senior Specialist fields a variety of customer calls and delivers high-quality solutions. The specialist helps customers experiencing financial hardship by offering assistance and options, and uses advanced collections and recovery techniques and tools, including AI, to provide realistic and helpful customer experiences. Working with limited supervision, the specialist supports junior staff members and peers in their development and performance. The role also contributes to improvements in strategic and tactical collection and recovery metrics and may involve special projects or initiatives that draw on colleague experience.

The position is 40 hours per week, Monday through Friday, 8:00 AM to 5:00 PM, in office.

Requirements

• Excellent oral communication, counseling, and persuasion skills.
• Knowledge of the 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.
• 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

• Act as a subject matter expert in a specialized area of the collections/recovery business.
• Help drive improvements in strategic and tactical collection and recovery metrics while ensuring adherence to applicable policies and procedures.
• Complete required file and system maintenance in accordance with policy to indicate that an account is engaged in a specialized form of collections.
• Understand and comply with laws, regulations, and bank policies concerning specialty collections.
• Assist junior or less experienced staff with escalated concerns and perform peer reviews as required by department management.
• Perform special projects or initiatives as directed by management and senior management.

What This Job Offers

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