Specialist I - Recovery

Marmon Holdings, Inc.•Westlake, OH

2d•Hybrid

About The Position

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best. The Recovery Specialist I is responsible for managing inbound and outbound collection calls for Recovery Department accounts, focusing on reducing charge-offs and increasing recoveries. This role involves providing exceptional customer service, negotiating payment terms, and adhering to compliance standards. The Recovery Specialist II carries 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.

Requirements

Strong negotiation skills for working out payment arrangements.
Ability to calculate percentages and dollar amounts for payments.
Adaptability in a dynamic and growing company.
Ability to interpret written, oral, and diagram instructions.
Multitasking in a fast-paced, noisy environment with frequent interruptions.
Data entry and communication simultaneously.
Comfortable with communication for extended periods (up to 8 hours/day).
Ability to work collaboratively across departments and with customers.
Basic math and reading comprehension.
Exceptional attention to detail.
Ability to follow policies and compliance requirements.
Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint) and internet-based tools.
Demonstrated leadership and coaching skills.
Ability to understand, interpret, and consistently follow policies, procedures, and operational guidelines.
High school diploma or GED required
Comfortable working independently and with minimal supervision
Collection Experience: Specialist I - One year, Specialist II - Three years.
Call Center Experience: Specialist I – One year, Specialist II - Three years.

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).