Collection Recovery Senior Specialist

Description

The Collection Recovery Senior Specialist assists in managing day-to-day controls and routine assignments of a team. Managing and overseeing exceptions reporting involved within process automation, as well as supporting the delivery and return of customer documentation that drives curing delinquency. 

Analyze and make recommendations to improve productivity while maintaining established goals.  Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities.  May include project participation. 

Be a role model to drive a customer service values and effective management of customer concerns and issue resolution.  To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded. Assist in the professional development of a team consisting of multi-level agents.  Clearly states expectations of excellence in customer service including setting challenging and measurable goals. 

Experience and Skills

•  2+ Year of Customer Service Experience/Collections experience with an emphasis on Auto Collections
• Excellent phone communication, listening and negotiation skills
• Able to prioritize and manage daily workload
• Proven ability working in a team atmosphere; in a fast paced, fun environment
• Computer proficiency and acumen
• Self-motivated attitude with a desire to succeed
• Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate.  Work with risk, compliance and legal partners to review proposals and implement changes.
• Stakeholder Management: Develop and maintain effective working relationships.  Partner with other department and / or divisions with common goals.

Hours & Work Schedule

Hours per Week:  40

Work Schedule:  8am-5pm Monday-Friday in office

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.