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Lead Collections Specialist

1 month ago

Phoenix, United States Discover Financial Services Full time

Discover. A brighter future.

We offer 100% remote, combo, or on site - it’s your choice

And… After you join the team, Discover will provide eligible employees with a one-time allowance of $500 to cover the costs of setting up a home office and a $60 monthly payment to offset remote work expenses.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

We know you’re going to love it here Discover has an outstanding culture, and the employee experience is fantastic

Our next classes start in January of 2025.
We’ve got you covered with a variety of shifts. We are currently hiring for schedules with start times that range between the following hours:

  • 11:30 AM EST (Ohio)
  • 9:30 AM MST (Utah)
  • 9:30 AM MST (Arizona)

Note: Shifts are [WEEKDAY AND WEEKEND REQUIREMENTS].

What You’ll Do

  • Under general direction, responsible for servicing delinquent credit card accounts through varying contact channels (outbound, inbound, and digital messaging).
  • Minimizes losses to the company by assessing each customer situation to provide relevant payment options while strengthening the relationship with our customers.
  • Utilizes professional and influential communications to keep the goodwill of customers while securing payments.
  • Uses multi-tasking skills to handle back-to-back calls in a fast-paced call center environment.
  • Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.
  • If working from home, you will need a quiet workspace so you can focus on our customers. You’ll also need a minimum of 100 MBPS download/10 MBPS upload speed from your internet provider. A wired connection is required.
  • We’ll provide you with all the equipment you need Monitors, laptop, keyboard, mouse, headset, and an amazing new hire training experience. You’ll also have the best coaches to help you deliver the best service


How You’ll Do It

  • Reviews past due accounts and calls customer to arrange an acceptable payment program for accounts from which sufficient funds cannot be collected.
  • Builds rapport with the cardmembers and works with customers to secure repayment on delinquent accounts.
  • Ensures compliance with company policies and procedures.
  • Handles difficult collection calls as determined by center management.


Qualifications You’ll Need
The Basics

  • H.S. Diploma or GED
  • 2+ years Collections
  • 2+ years Advanced-level experience in customer service, detail orientation, professionalism, verbal communication, collections, negotiation, compliance, and system/computer fluency
  • 1+ years Working-level experience in listening skills


Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

  • Primarily remain in a stationary position
  • No required movement about the work environment to complete the major responsibilities of the job.
  • Primarily performed indoors in an office setting.
  • Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
  • Ability to communicate verbally.; Ability to communicate in written form.
  • This position also requires completion of a series of activities designed to evaluate specific skills, knowledge, and qualifications related to this position.

Bonus Points If You Have

  • 3+ years Collections
  • 2+ years Advanced-level experience in problem solving and influencing
  • 1+ years Working-level experience in decision making

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

#INDDFS

#ZRDFS

#Remote

#BI-Remote

A credit screening may be required for some roles within Discover Home Lending.

Application Deadline:

The application window for this position is anticipated to close on Dec-08-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $23.25 to $30.50. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

  • Paid Parental Leave

  • Paid Time Off

  • 401(k) Plan

  • Medical, Dental, Vision, & Health Savings Account

  • STD, Life, LTD and AD&D

  • Recognition Program

  • Education Assistance

  • Commuter Benefits

  • Family Support Programs

  • Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.