Customer Solutions Advocate

Responsibilities

• Under direct supervision, proposes possible solutions and documents Mid-Stage, Late Stage and High-Risk delinquent accounts.
• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments.
• Monitor delinquent accounts to identify situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist.
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Skip trace accounts by accessing statements, applications, and third-party vendor services.
• Employ conflict management skill set to handle escalated situations.
• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance.
• Mentor and train peers while functioning as a Customer Solution’s subject matter expert.
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank’s complaint management program.

• High school diploma or equivalent
• Minimum one-year collections, customer service, sales, or customer solutions advocacy experience required
• Proficient oral, written, and intrapersonal communication skills
• Exemplary comprehension, listening and negotiation skills
• Excellent customer service skills with both external and internal customers
• Attention to detail
• Excellent conflict management skills
• Ability to work in a Call Center environment
• Basic mathematical and analytical skills
• Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.
• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.
• Self-motivated, professional with strong organizational and problem-solving skills.