Banking Call Center Representative

REQUIREMENT DETAILS

Job Title: Collection Recovery Specialist
Location: Johnston, RI- Onsite
Pay Rate: $22/hr on W2
Duration: 6-month contract with possible extension/conversion to FT

Hours per Week: 40 hours

Work Schedule: M-F 8am-5pm

Manager’s Notes:

• Collection Recovery Specialist- Hiring multiple people
• Inbound call center- people are calling to make payments, got letters from collection agencies or from internal team
• High volume call center (agents take up to 40 calls a day on a very busy day)
• Hours- 8-5 with 1 hour lunch and two 15 minute breaks
• 10 minute calls or less
• Offer settlements, any settlement over $600 requires a 1099
• Strict metrics, at least $100,000 a month in collections and recoveries (this can go quickly if they have someone who pays a $250K HELOC)
• If they last 90 days they will most likely last 180- the goal is to hire them full time after the contract
• 1 round of interviews, they will be in person
• familiarity with digital phone systems
• Industry experience is not as important as call center experience
• Tell me about a time you had to make a decision whether professional or personal and how you arrived at that decision? This is to see how their mindset is and to see how they arrive at decisions made

Description:

Are you looking to jump start a career in banking? Are you interested in joining a team of professionals that help customers through their financial hardship while driving a tangible impact to the bottom line? Do you thrive in working in a fast-paced environment that is ever changing? Our Collections and Recovery Specialist role may be the right career choice for you.

Our colleagues are our greatest asset. This is why we go to great lengths to foster an engaged workforce in our Collections and Recovery teams. We are looking for colleagues with a positive attitude that are looking to learn. Our Collections and Recovery colleagues have the support and training needed to grow their careers and make a lasting impact.

What you can expect in this role:

• Field a variety of customer calls with a passion to deliver high quality solutions for our customers.
• Help customers through their financial hardship by offering a wide variety of assistance and options.
• Extensive training utilizing some of the most advanced techniques and tools, including an advanced AI training tool to give our colleagues the most realistic experience possible.
• Dedicated support from leaders and peers to support your development and performance.
• A work culture that believes in the power of working together and supporting the unique needs and career aspirations of everyone
• Satisfaction and pride in producing high quality work.

Day to Day Responsibilities

• Collect payments on predefined accounts through problem resolution, servicing, and negotiation techniques.
• Adhere to policy and compliance guidelines regarding security of customer information. Includes Citizens, local, state, and federal laws.
• Adhere to system documentation, policies, and procedures to ensure accurate operational reporting.
• Review account status, advise customer of status, and request additional information as needed on inbound / outbound calls.
• Ability to negotiate payments consistently and proficiently on accounts within all level stages of delinquency within one line of business.
• Ensure operational goals are met as set by department standards.
• Achieve a quality score as set by department standards.
• Adheres to provided schedule.
• Determine account status based on system of record.

Qualifications

• Excellent oral communications counselling and persuasion skills
• Knowledge of Fair Debt Collection Practices flexibility to adapt to changing business needs and requirements with a consistent, positive attitude.
• Excellent data entry and typing skills.
• Math aptitude
• Familiarity with digital phone systems
• Make independent decisions and exercise sound judgment.
• Organized work habits
• Ability to perform in a production environment and meet monthly operational metric goals.

Education:

High School Diploma Required Associates preferred.

Job Type: Contract

Pay: $22.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance

Shift:

• Morning shift

Ability to Commute:

• Johnston, RI 02919 (Required)

Work Location: In person

Salary : $250,000