Credit Assistance Specialist I-Estate Recovery 1st Shift

Bank of America•Newark, NJ

About The Position

At Bank of America, the Credit Assistance Specialist provides credit assistance and solutions to clients. The role primarily handles outbound calls for a single product at any stage of delinquency or risk, including pre-charge-off and recovery. The specialist uses problem-solving skills, sound judgment, and decision-making while delivering exceptional, empathetic client service and balancing the needs of clients and the bank. The position works an established list of accounts using an automated collections system, auto-dialer, or manual calling. It involves contacting delinquent clients, understanding the reasons for delinquency, negotiating repayment, and identifying appropriate solutions within collections compliance guidelines. The specialist is expected to meet quality standards and performance indicators while helping mitigate losses. The schedule is Monday through Thursday, 9 AM–6 PM, and Friday, 8 AM–5 PM EST, for 40 hours per week. This is a first-shift position.

Requirements

Current credit assistance experience.
At least one year of customer service experience.
Excellent verbal and written communication skills.
Ability to work during the operating hours and days outlined for the position.
Commitment to exceptional customer service, including empathy and meeting client needs.
Proficiency in handling customer issues in routine and complex environments.
Demonstrated negotiation and persuasion skills, including the ability to communicate and negotiate with a variety of customers and clients.
Ability to navigate multiple computer systems while interacting with customers, think critically, and use sound judgment in decision-making.
High school diploma, GED, secondary school credential, or equivalent.

Nice To Haves

Bachelor’s degree in a related field or equivalent work experience.
Credit assistance and collections experience.
Inbound or outbound call center experience.
Banking or financial services experience.
Knowledge of banking operations.

Responsibilities

Reach out to delinquent clients to secure payment and determine the reason for delinquency on active or inactive loan, deposit, and credit card accounts.
Negotiate repayment of outstanding debt in a positive and professional manner, seeking outcomes that benefit both the client and lender and using available tools and resources where applicable.
Determine an appropriate solution for the client while following collections compliance guidelines.
Show empathy for clients’ situations and act ethically in accordance with the bank’s code of conduct.
Meet quality standards and key performance indicators.
Work an established account list using an automated collections system, auto-dialer, or manual calling, and help mitigate losses.