Description

Are you looking to jump start a career in banking? Are you interested in joining a team of professionals that help customers through their financial hardship while driving a tangible impact to the bottom line? Do you thrive in working in a fast paced environment that is ever changing? Our Collections and Recovery Specialist role may be the right career choice for you.

At Citizens, our colleagues are our greatest asset. This is why we go to great lengths to foster an engaged workforce in our Collections and Recovery teams. We are looking for colleagues with a positive attitude that are looking to learn.

We are seeking a highly motivated and detail-oriented professional to join our team in a critical collections role. This position is responsible for collecting payments from individuals and businesses with outstanding debt across both Commercial Credit Cards The role directly supports loss mitigation efforts and contributes to the financial health of the organization.

 Manage inbound and outbound calls to review and resolve delinquent accounts.

Utilize effective servicing, negotiation, and problem-resolution techniques to collect payments.Assess customer financials to determine the most appropriate resolution based on their capabilities.Maintain accurate daily tracking of offset debits and work package maintenance.Document all transactions and interactions across systems of record to ensure compliance and support quality control reviews.

Required Skills & Experience

Strong phone communication, active listening, and negotiation skills.Demonstrated ability to thrive in a team-oriented environment.

Excellent organizational skills and ability to perform in a fast-paced, high-volume setting.

What we offer

Competitive salaryExceptional benefits such as medical, dental, and generous Paid Time Off policyVariety of work schedules to suit your lifestyle and needsOpportunities to grow your career with a company that values career progressionAccess to 401(k) with corporate match and Employee Stock Purchase ProgramAccess to exclusive colleague offers on Citizens products and services

Responsibilities

Collect payments on predefined accounts through problem resolution, servicing and negotiation techniques.Adhere to policy and compliance guidelines regarding security of customer information.  Includes Citizens, local, state and federal laws.Adhere to system documentation, policies and procedures to ensure accurate operational reporting.Review account status, advise customer of current status, and request additional information as needed on inbound / outbound calls.Ability to consistently and proficiently negotiate payments on accounts within all level stages of delinquency within one line of business.Ensure operational goals are met as set by department standards.Achieve a quality score as set by department standards.Adheres to provided schedule.Determine account status based on system of record.

What makes a successful member of the Collections and Recovery team? The positive energy and confidence you bring to Citizens and its customers every day will help build relationships with customers so you can anticipate their financial needs and provide suitable repayment solutions. Each Specialist will also be required to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and colleagues regarding account information.

Qualifications, Education, Certifications and/or Other Professional Credentials

High School Diploma required; Associates preferredExcellent oral communications counseling and persuasion skillsKnowledge of Fair Debt Collection Practices flexibility to adapt to changing business needs and requirements with a consistent, positive attitudeExcellent data entry and typing skillsMath aptitudeFamiliarity with digital phone systemsMake independent decisions and exercise sound judgmentOrganized work habitsAbility to perform in a production environment and meet monthly operational metric goals

 Hours & Work Schedule

Hours per Week: 40Work Schedule: Monday-Friday 8am-5PM

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.