Job Description
The Collections Specialist II professionally engages with clients to support the management of consumer products within the Bank’s portfolio. This role collaborates closely with both clients and internal associates to resolve account matters and ensure effective collections processes.
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.
- 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 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.
- Other specified duties as assigned.
Qualifications
Skills
- Strong attention to detail and ability to complete work accurately.
- Ability to work in a team environment.
- Basic math skills (addition, subtraction, multiplication, division, percentages).
- Ability to organize work and multitask.
- Strong written, verbal, and active listening communication skills, required.
- Detail oriented.
- Ability to refer to policy and procedures when applying information and making decisions.
- Familiarity or experience with the U.S. Military, preferred.
- Proficiency in Microsoft Office 365 and Copilot required.
Education & Experience
- High school diploma or equivalent, required.
- Minimum of 1 to 3+ years’ client service experience, required.
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 e xpress 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. Position requires lifting and/or the exerting of up to 10 pounds of force.
Compensation & Benefits
The Collections Specialist II position pay range is $20.00 - $25.00.
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.
