Real Estate Collections Specialist

KeyBank • Amherst, NY

4d • 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 engaging in detailed conversations about their delinquency and offering applicable solutions. A significant portion of the day will be spent on the phone with customers, attempting to resolve delinquencies through outbound and inbound calls. The remaining time will be dedicated to documenting calls and participating in trainings and meetings. The role requires strong negotiation skills to convince customers of the benefits of maintaining their account status and the ability to adhere to a schedule set by management for breaks, lunches, and phone availability.

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

• Identifies and resolves situations where customers cannot maintain a current status on their account by having a thorough and detailed conversation in regard to their delinquency and offering applicable delinquency solutions.
• Spends 90% of their day on the phone with customers trying to solve the delinquency by placing outbound and taking inbound calls.
• Documents calls and participates in trainings/meetings (10% of the day).
• Utilizes strong negotiation skills to convince customers of the benefits to maintain a status.
• Follows a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled.
• Performs 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.

What This Job Offers

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