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Bilingual Collections Resolution Agent

2 months ago

Raleigh North Carolina, United States First Citizens Bank Full time

Position Summary:


This role is dedicated to the recovery of overdue payments across various retail or consumer account categories via telephone, while adhering to the Bank's exceptional standards for customer interaction.

Engages clients with insightful inquiries to fully comprehend their reasons for account delinquency, and collaborates with them to set up payment plans or recommend alternative solutions aimed at reinstating account status.

This position serves as a primary line of defense, requiring a meticulous approach to detail, the ability to analyze information, and sound judgment to minimize potential risks to the Bank.


Key Responsibilities:
Client Recovery - Initiates contact with overdue clients to secure payments. Implements suitable strategies to address delinquency and acts as a bridge between the branch and clients.

Customer Engagement - Builds a positive relationship with clients throughout the interaction process. Ensures the highest level of customer satisfaction while upholding professional standards and call quality.

Administrative Duties - Accurately documents account information, utilizes appropriate system codes, and processes account updates with precision.


Compliance - Maintains a thorough understanding of Bank policies while navigating various systems to guarantee adherence to procedures and relevant regulations at all times.

First Citizens Bank offers a range of benefits tailored to support our Associates in their personal and professional lives.

Full-time employees (20+ hours) are provided with a comprehensive benefits package, featuring customized options designed to assist families, however defined.

For further details regarding our benefits offerings, please refer to the appropriate resources.

Qualifications:
Must be bilingual in English and Spanish.

High School Diploma or GED with a minimum of 2 years of experience in Collections, Customer Service, or Financial Services, or equivalent experience in a related field.
Preferred Education:
Bachelor's degree
Skills Required: Strong communication abilities, including active listening and empathy; proficiency in negotiation and collections; capability to multitask effectively while engaging with clients; high level of attention to detail and accuracy in written communication.