Recovery Representative

About the role

This position is responsible for increasing recovery revenue by communicating with borrowers and utilizing legal remedies to negotiate and to recover monies owed on charged-off accounts in an efficient and professional manner. This role requires customer servicing skills, strong attention to detail and accuracy, the ability to adapt well to change and some knowledge of the debt collection laws, regulations and compliance policies.

Responsibilities

• Collect and enter data manually into databases and maintain records of validation
• Handle outbound and inbound telephone calls with the goal of gaining full payment recovery
• Work within established guidelines on settlement offer requests and negotiating repayment plans
• Document all recovery account activity into the collection system
• Assist with responding to internal communication
• Ensure other work-related systems are updated
• Prepare assigned account documents for litigation to include writing a warrant in debt and garnishments
• Work closely with other departments, branches and vendors
• Perform administrative duties as delegated
• Work hours as scheduled including overtime and weekend hours when needed
• Adhere to all applicable laws and regulations governing bank operations, including but not limited to compliance with Atlantic Union Bank's Policy and Procedures
• Perform other departmental duties as assigned by management

Organizational Relationship

This position reports to the Recovery Manager.

Qualifications

Education & Experience

• Minimum of a high school diploma or equivalent
• Excellent communication skills
• Customer service focus
• Ability to recommend and negotiate payment arrangements
• Strong computer skills

Knowledge & Skills

• Two years plus of collections, recovery, customer service or contact center work environment, or legal experience preferred
• Knowledgeable of Fair Debt Collection Practices Act
• High level of maturity and ability to deal in confidence with sensitive personal and financial information
• Proficient computer skills relevant to Outlook, Word and Excel
• Must be able to travel within Virginia