Lead Collections Specialist

About This Role

This role involves servicing delinquent credit card accounts through various contact channels and minimizing company losses by offering payment options while maintaining customer relationships. The specialist will use professional communication and decision-making skills to secure payments and ensure compliance with company policies.

Responsibilities

• Service delinquent credit card accounts through outbound, inbound, and digital messaging channels
• Minimize losses by assessing customer situations and providing relevant payment options
• Strengthen customer relationships through professional and influential communications while securing payments
• Utilize multi-tasking skills to handle back-to-back calls in a fast-paced call center environment
• Actively manage and escalate risk and customer impacting issues to management
• Review past due accounts and call customers to arrange acceptable payment programs
• Build rapport with cardmembers and work with customers to secure repayment on delinquent accounts
• Ensure compliance with company policies and procedures
• Handle difficult collection calls as determined by center management

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office
• Secure home office environment free from background noise and distractions
• Reliable private internet connection (not cellular data or hotspot)
• Private, password-protected network
• Internet service provided by Cable or fiber ISP (hotspots and satellite services prohibited)
• ISP speed on VPN of at least 100 Mbps download and 10 Mbps upload
• Hardwire ethernet connection

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience

Nice to Have

• At least 2 years of Collections experience
• At least 1 year of experience in the Financial Industry

Skills

* Required skills

Benefits