Collections Specialist

About the role

This position is responsible for collecting past-due payments on various retail or consumer accounts by phone while upholding the Bank’s high standards for client experience. You will probe with fact-finding questions to understand the client’s reason for delinquency and work with them to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. As a first line of defense, you are expected to maintain a high level of attention to detail, analyze facts, and make sound decisions to mitigate risk to the Bank.

Responsibilities

• Resolution Support: Contact past-due clients to collect payments. Apply appropriate treatments to resolve delinquency and serve as a liaison between branches and clients.
• Client Service: Establish rapport with clients throughout work activities. Deliver the best client experience while maintaining high standards of professionalism and call quality.
• Operational Support: Document accounts accurately, utilize correct system coding, and submit account maintenance with precision.
• Procedural: Maintain strong knowledge of Bank policies while navigating multiple systems to ensure procedures and applicable regulations are followed at all times.

Requirements

• Bachelor’s Degree or High School Diploma or GED and 2 years of experience in Collections, Customer Service, or Financial Services.
• Excellent written and verbal communication skills.
• Ability to negotiate effectively.
• Ability to type, talk, and work in multiple systems simultaneously.
• Advanced attention to detail.
• Proven ability to resolve customer concerns with professional etiquette.

Preferred Qualifications

• Advanced collections skills in a high-volume environment.
• Intermediate skip-tracing experience.
• Bachelor’s degree.
• Experience in a large financial institution or banking industry.

Benefits

First Citizens Bank offers a competitive, thoughtfully designed benefits program to meet the needs of associates. More information can be found at https://jobs.firstcitizens.com/benefits.