Collections (Banking) Specialist

About the role

We are looking for a Collections (Banking) Specialist to assist customers with managing and resolving delinquent accounts. You will evaluate account status, discuss payment solutions, negotiate payment arrangements, and help customers understand their available options. The role combines customer service, account management, and collections support, requiring strong communication, empathy, problem-solving, and negotiation skills.

Key responsibilities

• Assist customers with delinquent account concerns through inbound and outbound interactions.
• Review account status and identify appropriate solutions based on customer needs.
• Negotiate and establish suitable payment arrangements.
• Educate customers on available account resolution and payment options.
• Secure payment commitments while maintaining a positive customer experience.
• Provide repossessions-related education and explain applicable account processes.
• Conduct Right to Cure reviews and assist customers with understanding their account status.
• Process customer payments and related transactions accurately.
• Assist with document requests and account-related inquiries.
• Provide My Account troubleshooting and basic assistance with account-related concerns.

What We’re Looking For:

• At least 6 months of BPO, customer service, collections, or banking experience is preferred.
• Strong verbal and written communication skills.
• Customer-focused with a professional and positive attitude.
• Strong active listening, negotiation, and probing skills.
• Good problem-solving and critical-thinking abilities.
• Empathetic and patient when handling customers with different needs.
• Adaptable and comfortable working in a fast-paced environment.
• Strong attention to detail and ability to accurately manage account information.
• Ability to identify concerns and determine when escalation is necessary.
• Comfortable handling conversations involving payments and account resolution.
• Willing to work onsite and on a shifting schedule.