Specialist - Recovery

Job Overview

The Recovery Specialist I & II role manages inbound and outbound collection calls for Recovery Department accounts, focusing on reducing charge-offs and increasing recoveries. The Specialist I provides exceptional customer service, negotiates payment terms, and adheres to compliance standards. The Specialist II adds additional duties such as responding to departmental emails, mentoring peers, and managing specialized account types such as deceased consumers.

• Achieve department and individual goals aimed at reducing charge-offs and increasing recoveries.
• Make outbound collection calls on at-risk accounts and manage inbound calls from consumers.
• Use effective questioning techniques to identify and overcome objections.
• Utilize skip-tracing tools and collection strategies.
• Involve management in escalated cases to accelerate resolutions.
• Accurately document all account activity and consumer interactions.
• Follow all FDCPA standards and relevant state laws.
• Adhere strictly to company policies and procedures.

• Communicate effectively with internal departments to ensure seamless operations.
• Support management and peers in maintaining procedural compliance.
• Train new hires on recovery processes or call scripts.
• Motivate and guide team members to meet monthly goals, including coordinating overtime when necessary.
• Manage specialized accounts (e.g., deceased consumer) and negotiate settlements or payment arrangements.
• Make decisions on whether to retain or charge off accounts based on guidelines.
• Send and respond to correspondence in accordance with established policies.
• Respond promptly to departmental emails.
• Accurately document all communication and activity.
• Analyze call outcomes to identify patterns and inform strategy.
• Consistently meet or exceed established performance metrics (KPIs).

• Strong negotiation skills for working out payment arrangements.
• Ability to calculate percentages and dollar amounts for payments.
• Adaptability in a dynamic and growing company.
• Ability to interpret written, oral, and diagram instructions.
• Multitasking in a fast-paced, noisy environment with frequent interruptions.
• Data entry and communication simultaneously.
• Comfortable with extended periods of communication (up to 8 hours/day).
• Ability to work collaboratively across departments and with customers.
• Basic math and reading comprehension.
• Exceptional attention to detail.
• Ability to follow policies and compliance requirements.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint) and internet-based tools.
• Specialist II:
  Demonstrated leadership and coaching skills.
• Ability to understand, interpret, and consistently follow policies, procedures, and operational guidelines.

• High school diploma or GED required.
• Comfortable working independently and with minimal supervision.
• Collection experience:
  Specialist I – 1 year;
  Specialist II – 3 years.
• Call Center experience:
  Specialist I – 1 year;
  Specialist II – 3 years.

Combination of in-office and remote work. Specific details provided upon hire. Office located in Westlake, OH.

The office may be noisy at times due to phone calls and conversations from other employees, creating a lively atmosphere. While the office is typically well-lit and comfortable, noise levels can increase depending on the volume of calls and activities happening around the office.

Full-time, Monday through Friday, with some flexibility based on workload and volume. Standard office hours (e.g., 8:00 AM to 5:00 PM) typical, though overtime and weekend hours may be required during peak periods.

Ability to sit for extended periods of time and use a computer. Occasional light lifting (e.g., handling boxes or mail). Handling and processing of physical documents, including sorting, scanning, and mailing.

• Use of computers and office software (Microsoft Office, Excel, document management tools).
• Fax machines, scanners, and other office equipment.
• Familiarity with databases or internal systems for tracking correspondence and account statuses.

The pace can vary based on incoming document volume. Some tasks (like processing return mail) are flexible and can be worked on when other tasks are completed, while time-sensitive tasks (such as mailing zero-balance letters or processing legal documents) require prompt attention.

We are an equal opportunity employer, and all applicants will be considered for employment without regard to membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , and be sure to include the title and location of the position for which you are applying.