Collections Associate II

FIS - Little Rock, AR

Full-time - Entry Level

Little Rock, AR

Professional, Scientific, and Technical Services

About the position

The Collections Associate II position at Fidelity Information Services involves managing inbound and outbound calls to negotiate and collect on dishonored checks and overdue credit/debit card accounts. The role requires effective communication and negotiation skills to establish repayment arrangements while adhering to regulatory guidelines. The associate will also conduct account research and collaborate with various internal and external stakeholders to resolve issues efficiently.

Responsibilities

• Place inbound and outbound calls through an auto dialer system to negotiate and collect dishonored checks and past due or over-limit credit/debit card accounts.
• Work with customers to negotiate a repayment arrangement in a minimal number of contacts.
• Update customer's contact and account information during each contact.
• Conduct account research including skip tracing, using online credit bureaus and other systems.
• Collaborate with other internal FIS departments including customer service and accounting.
• Contact outside companies, such as agent banks, attorneys, and credit counseling agents as needed.
• Maintain control of the conversation with customers at all times, following call flow and handling procedures while adapting to each conversation.
• Adhere to all departmental procedures and FDCPA regulations.
• Escalate unresolved issues to the appropriate resource and follow up on escalated issues with coaching and mentoring.
• Provide guidance and/or mentoring to less experienced Collections Representatives as needed.

Requirements

• High school diploma or GED; Associate's or Bachelor's degree is preferable.
• Ability to navigate a computerized data entry system or other relevant applications.
• Working knowledge of collection laws, bankruptcy requirements, and guidelines.
• Excellent customer service and telephone skills.
• Excellent verbal and written communication skills.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to make decisions within specified parameters.
• Ability to work effectively with multiple tasks and situations.
• Ability to work in a Predictive Dialer environment.
• Ability to work productively in a high transaction volume environment.
• Ability to work both independently and in a team environment.
• May require the ability to accommodate a flexible work schedule.
• May require multi-lingual skills for specific positions, e.g., English, Spanish.

Benefits

• Full-time position with overtime work as an essential function.
• Equal opportunity employer with a commitment to diversity and inclusion.