Credit Assistance Specialist I-Estate Recovery 1st Shift

Bank of America•Newark, NJ

About The Position

At Bank of America, this role provides credit assistance and solutions to clients, primarily through 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 empathy to provide exceptional client service while 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 to secure payments, understand the reasons for delinquency, negotiate repayment, and help mitigate losses. The specialist identifies suitable client solutions while following collections compliance guidelines and meeting quality standards and key performance indicators. The schedule is Monday through Thursday, 9:00 a.m.–6:00 p.m., and Friday, 8:00 a.m.–5:00 p.m. Eastern Time, for 40 hours per week.

Requirements

Current credit assistance experience.
At least one year of customer service experience.
Excellent verbal and written communication skills.
Ability to work within the position’s outlined operating hours and days.
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 communicating and negotiating 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 qualification, 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 appropriate client solutions while adhering to collections compliance guidelines.
Demonstrate empathy and ethical behavior consistent with the bank’s code of conduct.
Meet quality standards and key performance indicators.
Work an established list of accounts through an automated collections system, auto-dialer, or manual calling to help mitigate losses.