Join a high-energy team dedicated to delivering world-class customer experiences through effective back-office collections and exception processing. Drive impactful solutions in a fast-paced environment where your expertise and ownership make a difference.

 

Job Summary

As a Specialist I in our team, you work within Back Office functions, handling requests such as general correspondence, hardship, cease and desist, attorney representation, and account record requests. You will also manage exception reports for collections processes, including settlement, re-age, charge-off reversal, and vendor management. Your focus is on providing effective resolutions and creating a world-class experience for customers while meeting stringent SLAs for document and exception processing.

 

Job Responsibilities Take complete ownership from evaluation to resolution of customer queries, acting as a customer advocate and offering payment solutionsHandle remediation requests related to payment programs, e-pay cancellations, SSN remediation, and monetary adjustmentsFulfill media requests received from customers, including cease and desist and attorney representationExecute key control reports and manage control reports within stringent timelinesMaintain quality scores and adhere to established policies and proceduresIdentify process or knowledge gaps and escalate them promptlyMaintain expected performance levels and participate in team and process-level events and initiativesMeet and exceed benchmarks through consistent performanceAdhere to metrics such as utilization, tardiness, breaks, unscheduled absenteeism, and leave utilization

 

Required Qualifications, Skills and CapabilitiesDemonstrate ownership of each customer interaction while empathizing with customer needsResolve conflicts, manage customer expectations, and provide appropriate solutions through relationship buildingExhibit effective verbal and written communication, accuracy, attention to detail, and critical thinkingMinimum of 6 months computer experience utilizing multiple applications in a Windows-based environment; High School Diploma (10+2), HSC, or GED required

 

Preferred Qualifications, Skills and Capabilities Experience in collections and/or non-phone back-office functionsAbility to engage in interactive dialogue with customers through active listeningKnowledge of regulatory and department practices and proceduresWillingness to work flexible schedules, including evenings, weekends, and holidays as required by business needs

 

Additional Notes:

Work type may shift between various non-phone units based on business requirementsFlexible schedule: Monday to Friday with weekends off, subject to change per business needsTraining attendance is required onsite, regardless of work locationCompetitive base salary, comprehensive benefits, and opportunities for professional growth and advancementDiverse, high-energy work environment with paid training and industry-leading benefits starting day one