Collections Specialist II

Responsibilities

• Partner with the Credit Card Operations team in support of consumer secured and unsecured delinquent clients.
• Research and provide support for inbound or outbound clients calls regarding account statuses.
• Consistently, efficiently, and lawfully contact clients via outbound / inbound phone calls and other means of approved communication methods and collect on and manage assigned delinquent accounts.
• Professionally and respectfully persuade clients to set up payment arrangements and bring accounts current to resolve the delinquency and improve upon the credit history reporting for the clients.
• Ensure the information we depend on to contact and collect from these clients is accurately maintained.
• Support additional client service requests.
• Handle high volume of client phone calls, inbound or outbound, and negotiate payment in full or payment arrangements.
• Employ bank protocol to handle each call in a manner that meets or exceeds the bank’s call quality and compliant expectations.
• Update Contact Information. While speaking with the clients you will work to identify additional contact information.
• Support real estate, mortgage, and HELOC clients with proper lettering during the lifecycle of the notes.
• Remain compliant with our policies, processes, and legal guidelines.
• Utilize various means of skip tracing to locate customers, where necessary.
• Adhere to FDCPA and state and federal laws and regulations.
• Protect all client and bank information confidentially and follow all company policies.
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.