Client Solutions Specialist I

Regular, full-time position. 1st shift. Fluency in English required.

About the role

Collect delinquent accounts according to agreed-upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide exceptional client service by being transparent, positive, and treating clients the way we want to be treated.

Responsibilities

• Achieve performance expectations for collection efforts on assigned accounts based on individual goals and objectives (e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept).
• Provide clients with cure plans and negotiate payment arrangements to resolve delinquency, evaluating ability and willingness to pay in accordance with policies, procedures, guidelines, and training.
• Disclose all relevant account information to clients accurately, professionally, and positively.
• Manage client communications with an elevated level of professionalism and integrity, adhering to all compliance and quality expectations.
• Work accounts thoroughly according to established procedures, including contact attempts and required letters.
• Document all collection efforts in the system of record for each assigned account in accordance with policies and guidelines.
• Follow established call scripts as documented in training, policies, procedures, and guidelines.
• Achieve acceptable call monitoring scores in each call category.
• Communicate regularly with Client Default Leaders regarding repossessions, potential loss, inquiries, complaints, and other calls requiring special handling.
• Accurately process payments, transactions, and workflows.
• Complete all required Computer-Based Training (CBT) courses accurately and on time.

Requirements

• High school diploma or equivalent education and related training or experience.
• Strong verbal and written communication skills.
• Basic computer skills.
• Ability to perform in a fast-paced, highly dynamic environment.
• Ability to work a flexible schedule, including overtime as needed.

Preferred Qualifications

• Previous client service, collections, or sales experience.
• Bilingual.

Pay

Annual base salary: $45,760–$50,500.

Benefits

All regular teammates (working 20+ hours per week) are eligible for benefits, including:

• Medical, dental, and vision insurance.
• Life insurance and disability coverage.
• Accidental death and dismemberment insurance.
• Tax-preferred savings accounts and a 401k plan.
• No less than 10 days of vacation (prorated based on hire date and full-time/part-time status) during the first year of employment.
• 10 sick days (prorated).
• Paid holidays.
• Eligibility for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division.