Real Estate Collections Specialist

KeyBank • Amherst, NY

6d • $19 - $25 • Hybrid

About The Position

This role primarily focuses on Real Estate Collections and Recovery, covering a broad range of responsibilities. The specialist will identify and resolve situations where customers cannot maintain a current status on their account by having detailed conversations about their delinquency and offering applicable solutions. The role involves spending approximately 90% of the day on the phone with customers, placing outbound and taking inbound calls, with the remaining 10% dedicated to documenting calls and attending trainings/meetings. The specialist needs strong negotiation skills to convince customers of the benefits of maintaining their account status and must adhere to a schedule set by management for breaks, lunches, and to limit time away from the phones. Other duties may be assigned.

Requirements

• High school diploma or equivalent is required.
• Minimum 1 year of experience in customer service is preferred.
• Willingness to learn through on-going coaching and constructive feedback.
• Ability to work from home 3 days per week in a quiet office setting with limited distractions.
• Ability to work overtime when needed per business needs.
• Works well with others in a fully developed team environment.
• Excellent customer service skills.
• Proven excellent verbal/written communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Analytical, research, and problem resolution skills.
• Comfortable navigating multiple computer systems and applications.
• Proficient in Microsoft Office applications, including basic Excel skills.
• Expected to maintain an excellent attendance record.
• Exceptional attention to detail.

Nice To Haves

• Minimum 1 year of experience in customer service is preferred.

Responsibilities

• Identify and resolve situations where customers cannot maintain a current status on their account.
• Have thorough and detailed conversations with customers regarding their delinquency.
• Offer applicable delinquency solutions.
• Place outbound and take inbound calls to solve customer delinquency.
• Document calls and attend trainings/meetings.
• Utilize strong negotiation skills to convince customers of the benefits of maintaining account status.
• Follow a schedule for breaks and lunches and limit time away from phones when scheduled.
• Perform other duties as assigned.

Benefits

• Base hourly rate in the range of $18.75 - $25.00 per hour.
• Incentive compensation which may include production, commission, and/or discretionary incentives.
• List of benefits for which this position is eligible (link provided in original posting).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED