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Collection Recovery Specialist

Product Support

Johnston, Rhode Island

Req. Number: 214316

Full/Part Time: F

Shift: 1st Shift


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. Our Collections and Recovery colleagues have the support and training needed to grow their careers and make a lasting impact. 
What you can expect in this role:
  • Field a variety of customer calls with a passion to deliver high quality solutions for our customers
  • Help customers through their financial hardship by offering a wide variety of assistance and options
  • Extensive training utilizing some of the most advanced techniques and tools, including an advanced AI training tool to give our colleagues the most realistic experience possible
  • Dedicated support from leaders and peers to support your development and performance
  • A work culture that believes in the power of working together and supporting the unique needs and career aspirations of each individual
  • Satisfaction and pride in producing high quality work
What we offer:
  • Competitive salary
  • Exceptional benefits such as medical, dental, and generous Paid Time Off policy
  • Variety of work schedules to suit your lifestyle and needs
  • Opportunities to grow your career with a company that values career progression
  • Access to 401(k) with corporate match and Employee Stock Purchase Program
  • Access to exclusive colleague offers on Citizens products and services
  • 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.


  • Excellent oral communications counseling and persuasion skills
  • Knowledge of Fair Debt Collection Practices flexibility to adapt to changing business needs and requirements with a consistent, positive attitude
  • Excellent data entry and typing skills
  • Math aptitude
  • Familiarity with digital phone systems
  • Make independent decisions and exercise sound judgment
  • Organized work habits
  • Ability to perform in a production environment and meet monthly operational metric goals


High School Diploma Required Associates preferred 

Hours and Work Schedule
Hours per Week: 40 hours
Work Schedule: Schedules Vary Sample shifts are: 

  • Tuesday/Wednesday/ Thursday/Friday 9:00am-7:00pm and Saturday: 8am-12pm
  • Monday/Tuesday/Wednesday/ Thursday 9:00am-7:00pm and Saturday: 8am-12pm
  • Monday-Thursday 11-9 Saturday 8-12
  • Monday-Friday 8-5
  • Monday –Friday 10-7



We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

View Benefits

Awards We've Received


Human Rights Campaign Best Places to Work for LGBTQ Equality


Dave Thomas Foundation Best Adoption-friendly Workplace


Noteworthy Company for Diversity


Military Friendly Employer