Collection Recovery Sr Specialist

Description

The Collection Recovery Sr 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

The Collection Recovery Sr 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 driver 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. 

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

Why Work with Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.

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), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.