Account Resolution/Collection Specialist - 1st Party

American Coradius International LLC (ACI) is a long-standing, full-service financial services company working with some of the nation’s largest banking clients as an extension of their call center teams. We assist customers who have fallen into delinquent status by helping them understand their accounts and work toward resolving their outstanding financial obligations.

Remote Work Requirements: This is a remote position; however, candidates must reside in New York or Texas and be within reasonable travel distance of one of our office locations. Occasional travel to the office may be required based on business needs.

• Office Locations:
• 2420 Sweet Home Road, Suite 150, Amherst, NY 14228
• 8000 I-10 Frontage Road, San Antonio, TX 78230

Must work on camera in this remote environment.

About the Role

The Account Resolution Specialist (ARS) is responsible for handling inbound and outbound calls in a professional and courteous manner to contact consumers and negotiate payment arrangements for past-due accounts. ACI provides our clients with a team of professionals whose mission is to empower consumers to begin their path toward financial recovery and build a better life for themselves and their families. We educate, inform, and present customers with available options while treating each customer with respect and professionalism.

Associates are required to work within all applicable federal and state laws, regulations, client requirements, and established company policies and procedures. We provide extensive training to ensure you are knowledgeable and prepared for the role. Because of the sensitive nature of the accounts we handle, your ability to manage customer accounts with respect, professionalism, and confidentiality is critical.

Our team utilizes various computer systems to access and update customer information as verified, accept payments, document account activity, and assist customers with questions or concerns.

Responsibilities

• Handle inbound and outbound calls professionally and courteously to contact consumers and negotiate payment arrangements for past-due accounts.
• Work within all applicable federal and state laws, regulations, client requirements, and company policies and procedures.
• Utilize various computer systems to access and update customer information, accept payments, document account activity, and assist customers with questions or concerns.
• Maintain respect, professionalism, and confidentiality when managing customer accounts.

Requirements

• High school diploma or GED required.
• Minimum of one year of proven experience in collections or customer service. Previous experience in banking, sales, call center, or other customer service-related positions will be considered.
• Collections Experience: Must be experienced in making outbound calls, ability to negotiate for payment arrangements and skip trace.
• Excellent verbal and written communication skills, with the ability to communicate professionally and effectively with customers over the phone.
• Ability to navigate and utilize multiple computer systems simultaneously while working with dual monitors.
• Strong critical-thinking and problem-solving skills, with the ability to resolve issues efficiently in a fast-paced environment.
• Maintain reliable and consistent attendance, arrive punctually for all scheduled shifts, and comply with established attendance and call-off procedures.
• Reliable transportation for travel to an ACI office for training, meetings, department needs, IT equipment assistance, and other business needs as required.
• Intermediate computer and keyboarding skills, including the ability to utilize Microsoft Office and video-conferencing platforms such as Zoom and Webex.
• Must successfully meet client clearance requirements, which may include background checks and drug testing.
• Reliable high-speed internet connection capable of supporting company-provided equipment. An internet speed test will be conducted during the recruitment process to verify minimum requirements.
• A quiet, professional, and distraction-free remote workspace is required, as calls may be monitored and/or recorded for quality assurance purposes.
• Must work on camera while working remotely.
• Must successfully complete all required training in accordance with client requirements and applicable FDCPA laws and regulations.

Schedule

Hours of Operation – 1st Party: Monday–Friday: 9:00 AM–7:00 PM EST / 8:00 AM–6:00 PM CST

Work Schedule: All employees work a 37.5–40 hour work week.

• Two Saturdays per month: 9:00 AM–1:00 PM EST / 8:00 AM–12:00 PM CST
• Two evenings per week, Monday–Friday, with shifts ending as late as 7:00 PM EST / 6:00 PM CST
• Two Friday evenings per month, with shifts ending at 7:00 PM EST / 6:00 PM CST

Candidates must be able to meet the scheduling requirements listed above.

Pay

The pay range for this position is $17.00–$17.50 per hour. The actual pay offered to a successful candidate will consider a wide range of factors, including, but not limited to, knowledge, skills, experience, and other applicable factors.

Benefits

• Competitive hourly wage with monthly bonus potential
• Paid training and company-provided equipment
• Growth and advancement opportunities – we are always looking for future leaders
• Work-life balance
• Comprehensive benefits, including Medical, Dental, Vision, Life, Accident, and Disability Insurance
• Paid vacation and sick time
• 401(k) with employer match
• Paid holidays