SHF Client Solutions Specialist I

Truist • Winston-Salem, NC

2d

About The Position

Collect delinquent accounts according to agreed-upon collection strategies while adhering to collection policies, procedures, and guidelines. Provide exceptional client service by being transparent, positive, and treating customers fairly. The role works assigned accounts, negotiates payment arrangements and cure plans, provides accurate account information, documents collection activity, and processes payments and workflows. It also requires compliance with applicable collection requirements and quality expectations, and regular communication with Client Default Leaders about matters requiring special handling.

Requirements

• High school diploma or equivalent education and related training or experience.
• One to two years of collections experience.
• Consistently exceed peer-group production performance on goals established for Client Solution Specialist I.
• Strong understanding of systems and products across Client Default Solutions.
• Strong verbal and written communication skills.
• Basic computer skills.
• Ability to work a flexible schedule, including overtime as needed.
• Strong understanding of regulatory requirements surrounding collections.

Nice To Haves

• Bilingual.
• Previous lending or call center experience.

Responsibilities

• Meet collection performance expectations for assigned accounts, including goals for calls, contact percentage, promises-to-calls ratio, and promises kept.
• Provide clients with cure plans and negotiate payment arrangements to cure delinquency, assessing ability and willingness to pay in accordance with policies, procedures, guidelines, and training.
• Accurately and professionally disclose relevant account information to customers.
• Manage client communications and provide accurate account details while meeting compliance and quality expectations.
• Work accounts thoroughly according to established procedures, including contact attempts and required letters.
• Assist less experienced teammates with difficult collection accounts and client calls.
• Document collection efforts and relevant system codes in the system of record according to established policies and procedures.
• Follow call scripts documented in training, policies, procedures, and guidelines.
• Achieve acceptable call-monitoring scores in each call category.
• Provide clients with cure plan options and, when appropriate, loan modifications according to policy, procedure, and guidelines.
• Communicate regularly with Client Default Leaders about repossessions, potential loss, inquiries, complaints, and other calls requiring special handling.
• Accurately process payments, transactions, and workflows.
• Complete required Computer Based Training courses accurately and on time.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and disability insurance.
• Accidental death and dismemberment coverage.
• Tax-preferred savings accounts.
• 401(k) plan.
• At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status.
• 10 sick days, prorated.
• Paid holidays.
• Depending on the position and division, the role may also be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

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