Collections Specialist

Summary :

The Collection Specialist engages with clients in a professional manner to identify the root cause for payment disruption and then works with the client to resolve their account in full or to establish an acceptable payment stream or arrangement. Responsible for reaching out to clients to collect payment for overdue payments, including balanced on accounts charged off as a loss.

Principal Accountabilities :

• 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 our clients.

• Ensure the information we depend on to contact and collect from these clients is accurately maintained.

• Support additional client service requests.

• Handling high volume of client phone calls, inbound or outbound, and negotiating 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 clients you will work to identify additional contact information.

• 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.

• Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.

• Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.

• Maintains client information in complete confidence.

• Completes other specified duties as assigned.

• Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.

Compensation & Benefits

The Collections Specialist position pays a range of $15.00-$20.00/hr depending on experience.

Full-time associates are eligible for our benefits package:

• Medical

• Dental

• Vision

• 401(k) plan

• Company paid life insurance

• Short and Long-term disability insurance

• Company paid vacation, paid leave and holidays

This position will remain open until a qualified applicant is hired.

Minimum Qualifications:

• Education: High School Diploma or equivalency required.

• 3+ years Collections experience required.

• Familiarity or experience with the U.S. Military is preferred.

• Ability to read, write and speak fluent English.

• Strong written, verbal, active listening, and phone communication skills.

• Ability to communicate effectively and in a professional manner.

• Ability to negotiate (i.e. ability to use full and complete information to negotiate best arrangement).

• Ability to work in a team environment.

• Detailed oriented.

• Ability to plan, organize, prioritize and multi-task.

• Basic math skills (addition, subtraction, multiplication, division, percentages).

• Ability to use standard office equipment. Basic computer skills, ability to use a keyboard and calculator.

• Basic technical phone skills.

• Basic ability to use internet and web mail for business purposes.

• Ability to refer to policy and procedures when applying information and making decisions.

Physical Requirements:

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. If associate works in our hybrid work program, lifting of about 5 lbs. (laptop) is required twice daily.

Equal Opportunity Employer/Disabled/Veterans

Academy Bank and Armed Forces Bank provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. If you need an accommodation for any part of the employment process, please e-mail ~~~.