Account Resolution/Collection Specialist - 1st Party

American Coradius International LLC (ACI) is a long-standing, full-service financial services company looking to add energetic, motivated, and initiative-taking Account Resolution Specialists to our team. We work with some of the nation’s largest banking clients as an extension of their call center teams, assisting 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.

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. 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. Because of the sensitive nature of the accounts we handle, your ability to manage customer accounts with respect, professionalism, and confidentiality is critical.

Responsibilities

• Handle inbound and outbound calls to contact consumers and negotiate payment arrangements for past-due accounts.
• Educate and inform customers about their accounts and available options.
• Work within federal and state laws, regulations, client requirements, and company policies.
• Utilize various computer systems to access and update customer information, accept payments, document account activity, and assist customers with questions or concerns.
• Work on camera while working remotely.

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: ability to make outbound calls, negotiate payment arrangements, and perform skip tracing.
• 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.
• 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.
• 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).
• A quiet, professional, and distraction-free remote workspace, as calls may be monitored and/or recorded for quality assurance purposes.
• 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: 37.5–40 hours per 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.

Benefits

• Competitive hourly wage with monthly bonus potential.
• Paid training and company-provided equipment.
• Growth and advancement opportunities.
• Comprehensive benefits, including Medical, Dental, Vision, Life, Accident, and Disability Insurance.
• Paid vacation and sick time.
• 401(k) with employer match.
• Paid holidays.

Pay

The pay range for this position is $17.00–$17.50 per hour. The actual pay offered will consider a wide range of factors, including knowledge, skills, and experience.