Collection Recovery Senior Specialist

Description

At Citizens, we’re more than a bank. As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.

As the Collection Recovery Senior Specialist, you will field a variety of customer calls and display your passion to deliver high quality solutions for our customers. Additionally, you will help customers through their financial hardship by offering a wide variety of assistance and options. You will thrive in this role through your extensive training and knowledge in some of the most advanced techniques and tools for your specialized area of the collections/recovery business, including AI, to give customers the most realistic and helpful experience possible.

You will work with limited supervision and will be responsible for providing support to junior staff members and peers to support their development and performance on your team. You will be a key player in driving improvements for strategic and tactical collection and recovery metrics, possibly performing special projects or initiatives that leverage colleague experience.

Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

• Act as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assist in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Complete any and all file/system maintenance required in accordance with policy to signify an account is currently engaged in a specialized form of collections.
• Understand, adhere to, and abide by any and all laws, regulations, and bank policy regarding specialty collections.
• Assist junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
• May be expected to perform special projects or initiatives that leverage colleague experience, directed by management and senior management.

• 2+ Years of Customer Service Experience / Collections experience.
• Excellent verbal, written, and problem solving skills.
• Able to prioritize and manage daily workload.
• Ability to work in a team, fast paced, fun environment.
• Computer proficiency and ability to adapt.
• Self-motivated attitude with a desire to succeed.

• Hours per Week: 40
• Work Schedule:
  
  Monday-Friday in Johnston, RI office

Citizens, its parent, subsidiaries, and related companies provide 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, history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status or parenthood, medical condition, military or veteran status, national origin, pregnancy, child birth, 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 local laws.

At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.