Recovery Portfolio Collection Agent

2 months ago

Knoxville, United States First Horizon Bank Full time

Location: On site at location listed in job posting

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone's ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.

Position Overview:

The Recovery Portfolio Collection Agent oversees the potential recoveries on an individual portfolio of charged-off First Horizon accounts.  The First Horizon product suite handled by the Recovery Portfolio Collection Agent includes consumer checking accounts, credit cards, loans, lines of credit, real estate loans, home equity lines of credit (HELOCs), and small business credit cards and lines of credit.

Recovery collection efforts, including making outbound calls and receiving inbound calls, are a primary daily activity of this role.  Conversational and negotiation skills will be greatly utilized in establishing payment arrangements and managing potential settlement agreements.  The Recovery Portfolio Collection Agent can receive additional incentives for surpassing the established recovery goals that are set for this production-oriented role.

We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.

Essential Duties and Responsibilities:

  • Receives inbound and makes outbound calls on charged-off accounts.
  • Makes collection efforts for in-house payment arrangements.
  • Establishes and monitors payment arrangements.
  • Negotiates potential settlement agreements.
  • Supports third-party vendors and/or attorneys with customer inquiries.
  • Provides a high level of customer service.
  • Maintenance of accounts.
  • Handles all situations in a professional, ethical manner.
  • Escalates special situations or problems, as necessary.
  • Other duties as assigned.

Abilities:

  • Ability to evaluate situations and make appropriate business decisions
  • Ability to manage multiple and/or conflicting responsibilities
  • Ability to promote the appropriate company image and maintain a professional attitude
  • Ability to work independently as well as acting as an effective team player
  • Ability to work in contact center environment, to include wearing a headset

Skills:

  • Excellent computer skills with strong knowledge of email and Microsoft Office
  • Excellent verbal and written communication skills
  • Exceptional organizational skills
  • Attention to detail and ability to identify potential issues

Education and/or Work Experience Requirements:

  • 1 – 2 years' experience in a collections- or financial-related field or the equivalent knowledge of the financial products listed above
  • Bilingual (English/Spanish) a plus – ability to communicate proficiently in both English and Spanish

Physical Requirements:

  • Basic keyboarding or other repetitive motions
  • Lifting/pushing objects
  • Must be able to talk, listen and speak clearly on telephone
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standard, including meeting qualitative and/or quantitative productivity standards.

Hours / Location:

  • Set schedules available within hours of operation: Monday-Friday, 9:30 AM – 6:00 PM. Average 40 hours per week.
  • Must be available to train Monday-Friday, 9:00 AM – 5:30 PM
  • Hybrid (combination of on-site and remote)

About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.  

Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits  

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.  

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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