Credit Assistance Specialist

Bank of America•Kennesaw, GA

6d•Onsite

About The Position

At Bank of America, the Credit Assistance Specialist provides credit assistance and solutions to clients. The role handles primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge-off and recovery. It requires sound judgment, problem-solving, empathy, and exceptional client service while balancing the needs of the client and the bank. The specialist works an established list of accounts using an automated collections system, an auto-dialer, or manual calling. The position reaches delinquent clients, identifies reasons for delinquency, negotiates repayment, and determines suitable solutions within collections compliance guidelines. The role is scheduled Monday through Friday from 12 PM to 9 PM EST, with rotating Saturdays, for 40 hours per week. It is a second-shift position.

Requirements

At least one year of customer service experience.
Excellent verbal and written communication skills.
Ability to work within the operating hours and days specified for the position.
Commitment to exceptional customer service, including empathy and the ability to meet client needs.
Proficiency in addressing 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.
Determine appropriate client solutions while complying with collections 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 through an automated collections system, auto-dialer, or manual calling and help mitigate losses.