Call Center Specialist

Call Center Specialist

Our client is seeking a Call Center Specialist to collect delinquent accounts in a timely, orderly and professional manner while following all standardized collections procedures. Make supervisor aware of problem accounts that may result in repossession, foreclosure, or charge-off.

Required Education:

• High school diploma or equivalent

Required Experience:

• 2 years solid call center experience is required to be considered
• 2 years of admin experience with some call center experience can be considered
• Must have a stable work history
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint

Desired Skills/Experience:

• Previous call center and collections experience
• Previous experience handling inbound and outbound calls
• Handling calls while updating records simultaneously.
• 2+ years of admin experience with some call center experience can be considered.
• Bilingual

Required Soft Skills:

• Good verbal and written communication skills
• Good decision-making and problem-solving skills
• Good time management/organizational skills
• Ability to work in a team environment
• Ability to work flexible schedule, including overtime as needed

Call Center Specialist Essential Duties and Responsibilities:

• Meet performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept
• Place or receive calls in priority order as established by management
• Negotiate payment arrangements with clients to cure delinquency, evaluating ability and willingness to pay
• Navigate and interpret various screens and relay information to clients accurately and professionally
• Document all collection efforts for each assigned account in accordance with established procedures, which may include using action and reaction codes, rescheduling feature, "scratch pad" entries
• Communicate collection efforts to branch lenders on assigned accounts in accordance with established standards, if applicable
• Order updated credit bureau report or initiate skip tracing process in accordance with established standards
• Communicate regularly with collections supervisor on status of problem accounts in accordance with established standards
• Initiate extensions on accounts based upon written policy guidelines
• Ensure that all delinquent accounts and assigned queues have been thoroughly worked according to standardized collection procedures
• Ensure that appropriate letters are sent to debtors
• Process customers' payments through electronic draft, if applicable
• Process account maintenance transactions according to established guidelines