Senior Collections Specialist

This position collects past due payments at an advanced level of skill and complexity on various small business account types by phone, while upholding the Bank's high standards for the client experience. Candidate should be proficient with asking fact finding questions to ensure a complete understanding of reasons for delinquency and works with the customer to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. Calls are primarily made using an automated dialing platform which is integrated with the collections system, so it is important that this position can talk, type, and navigate multiple systems simultaneously to maintain satisfactory productivity standards. This position is considered a first line of defense and is expected to maintain a high level of attention to detail, analyze facts, and make sound decisions to mitigate risk to the Bank. May provide training for less experienced specialists in the work group.

Resolution Support: Contacts past due clients to secure payment arrangements or apply the appropriate treatment to resolve delinquency. Some of the accounts have a high level of complexity and may require research. Serves as liaison between the branch and client to ensure streamlined account resolution.
Client Service: Establishes rapport and delivers the best client experience while maintaining the highest standard of professionalism and call quality.
Operational Support: Documents accounts, uses 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 always followed.

Bachelor's Degree

- OR -

High School Diploma or GED and 2 years of experience in Collections

Additional Requirements:

Advanced collections experience using dialer system (ex. Five9)

Proven customer service skills

Advanced attention to detail, written and verbal communication skills

Preferred Qualifications:

Premier customer experience

Business-to-business (B2B) / commercial collections experience

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.