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Senior Collections Resolution Expert

2 months ago

Raleigh North Carolina, United States First Citizens Bank Full time

Position Overview:


This role involves the advanced collection of overdue payments across a variety of consumer and business accounts via telephone, while adhering to First Citizens Bank's commitment to exceptional client service.

Engage clients with insightful inquiries to fully comprehend the reasons behind their delinquency, and collaborate with them to set up payment plans or recommend alternative solutions aimed at rectifying the account status.

Utilize an automated dialing system integrated with the collections platform, necessitating the ability to type, converse, and navigate multiple systems concurrently to meet productivity benchmarks.

This position serves as a critical first line of defense, requiring a keen attention to detail, analytical skills, and sound judgment to minimize potential risks to the Bank.

May also mentor less experienced team members within the department.

Key Responsibilities:
Resolution Assistance - Initiates contact with overdue clients to secure payment agreements or apply suitable resolutions for delinquency. Some accounts may present a higher level of complexity and require thorough investigation. Aids junior associates with challenging and escalated inquiries. Acts as a liaison between the branch and clients to facilitate efficient account resolution.


Client Engagement - Builds rapport and ensures the highest quality of client interaction while upholding professional standards and call excellence.

Operational Duties - Accurately documents account information, applies correct system codes, and processes account maintenance with precision. Handles more intricate accounts and performs skip tracing as necessary.

Qualifications:
High School Diploma or GED with a minimum of 2 years of experience in Collections, or equivalent experience in a related field.

Certification Requirements:
N/A

Skills:
Proficient understanding of and adherence to Bank policies, procedures, and relevant regulations at all times.