Recovery Specialist II

Marmon Holdings, Inc.•Westlake, OH

8d•Hybrid

About The Position

The Recovery Specialist II is responsible for performing all the responsibilities of Recovery Specialist I with added duties including responding to departmental emails, mentoring peers, and managing specialized account types such as deceased consumers. This role supports team performance through leadership, communication, and operational support. Hybrid work schedules are available.

Requirements

High school diploma or equivalent required.
Comfortable working independently and with minimal supervision.
3 years of collections and call center experience.

Responsibilities

Achieve department and individual goals aimed at reducing charge-offs and increasing recoveries.
Make outbound collection calls on at-risk accounts and manage inbound calls from consumers.
Use effective questioning techniques to identify and overcome objections.
Utilize skip tracing tools and collection strategies.
Involve management in escalated cases to accelerate resolutions.
Accurately document all account activity and consumer interactions.
Follow all FDCPA standards and relevant state laws.
Adhere strictly to company policies and procedures.
Communicate effectively with internal departments to ensure seamless operations.
Support management and peers in maintaining procedural compliance.
Training new hires on recovery processes or call scripts.
Motivate and guide team members to meet monthly goals, including coordinating overtime when necessary.
Manage specialized accounts (e.g., Deceased Consumer) and negotiate settlements or payment arrangements.
Make decisions on whether to retain or charge off accounts based on guidelines.
Send and respond to correspondence in accordance with established policies.
Respond promptly to departmental emails.
Accurately document all communication and activity.
Analyzing call outcomes to identify patterns and inform strategy.
Consistently meet or exceed established Performance Metrics (KPIs).