First Party Recovery Collections Specialist

KeyBank • Brooklyn, OH

8d • $19 - $25 • Hybrid

About The Position

First-Party Recovery Collector is responsible for managing and recovering delinquent accounts that are still owned by the bank. This role involves contacting customers to resolve past-due balances, negotiating payment arrangements, and ensuring compliance with banking regulations and internal policies. The ideal candidate will demonstrate strong communication skills, empathy, and a commitment to helping customers find solutions to resolve their financial obligations. Individuals will spend 90% of their day on the phone with our customers trying to negotiate a payment or enter into a settlement agreement. The other 10% is documenting calls and training/meetings.

Requirements

• High school diploma or equivalent is required
• Minimum 1 year of experience in a customer service/collections call center is required
• Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt
• Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled
• Ability to work in a fast-paced, goal-driven environment
• Proficiency in Microsoft Office and collection software systems is a plus
• Knowledge of banking regulations and recovery practices is a plus

Responsibilities

• Contact customers via phone, email, and written correspondence to collect on delinquent accounts.
• Negotiate payment plans and settlements in accordance with bank policies.
• Document all collection activities accurately in the bank’s systems.
• Educate customers on account status, payment options, and consequences of non-payment.
• Collaborate with internal departments (e.g., customer service, fraud, escalations) to resolve account issues.
• Monitor and follow up on payment arrangements to ensure compliance.
• Maintain knowledge of federal and state collection laws, including FDCPA and other applicable regulations.
• Meet or exceed monthly recovery targets and performance metrics.
• Handle sensitive customer information with confidentiality and professionalism.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees