Responsible for interacting with clients with delinquent accounts to maximize net value and minimize losses. Interacting with clients for understanding reasons for late payment. Researches account history to determine actions needed for bringing accounts into current status. Duties may include inbound and/or outbound calls in a fast paced dialer environment, data input into tracking systems, performance of skip tracing functions, payment negotiation and recommendations for account retention or liquidation. Ensures that bank procedure/policies, state, federal and investor guidelines are followed. Primarily services complex calls (e.g. larger collections, higher risk) to negotiate payment arrangement. Possibly included in specialized dialing teams, which handle specific investor, state, and federal contact requirements.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Interact with clients using inbound and/or outbound contact tools such as automated or manual dialer systems to bring delinquent accounts to current status. 
• Use effective probing to identify short term/long term reasons for default and suggest appropriate solutions in accordance with bank or investor guidelines. 
• Explain in a clear and concise manner available relief programs such as early intervention and forbearance programs. 
• Ensure accurate documentation of tracking systems with applicable codes and client interactions to ensure accurate investor reporting. 
• Adapt to changes in regulations and applicable state laws such as TCPA and FDCPA. 
• Adhere to scheduled break/lunch and shift schedules to ensure adequate phone coverage for servicing clients. 
• Meet/exceed monthly performance metrics (production & quality), and satisfactory client delight customer survey scores.

Qualifications

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Three or more years of over the phone client facing experience preferably in call center environment. 
• High school diploma, or equivalent education and related training. 
• Ability to multi task (talk/type while using basic computer applications, such as Microsoft Office software products). 
• Ability to de-escalate client escalations while effecting a one-time resolution. Excellent listening, verbal and written communication skills.

Preferred Qualifications:

• Collections experience in any financial product.