Call Center Collections Resolution Specialist (Raleigh Office, hybrid after 90 days)
: Job Details :

Overview:

This position is responsible for the collection of past due payments on various retail or consumer account types by phone, while upholding the Bank's high standards for the client experience. Probes with fact-finding questions to ensure a complete understanding of client's reason for delinquency, and works with client to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. This position is considered a first line of defense and expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank.

Responsibilities:

• Resolution Support - Contacts past due clients to collect payments. Applies the appropriate treatment to resolve delinquency, and serves as a liaison between branch and clients.
• Client Service - Establishes a rapport with clients throughout work activities. Delivers the best client experience while maintaining high standards of professionalism and call quality.
• Operational Support - Documents accounts, utilizes the correct system coding, and submits account maintenance with accuracy.
• Procedural - Maintains a strong knowledge of Bank policies while navigating multiple systems to ensure procedures and applicable regulations are followed at all times.

Qualifications:

High School Diploma or GED and 2 years of experience in Collections, Customer Service, or Financial services OR N/A and N/A years of experience in Collections, Customer Service, or Financial services

Preferred Education: Bachelor's degree

Skill(s): Effective communication skills to include active listening, empathy, Ability to negotiate and collect, Ability to type and talk and work in multiple systems simultaneously, Level of attention to detail and accuracy including written skills

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here:

This job posting is expected to remain active for 3 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.