Collections Specialist

About the Role

The Client Services Representative serves as a primary point of contact for inbound client communications related to banking products, account services, and online banking support. This role requires strong communication skills, attention to detail, and the ability to manage multiple systems and priorities simultaneously.

Responsibilities

• Respond to inbound calls regarding client inquiries, concerns related to accounts, and banking products and services, ensuring full resolution and satisfaction
• Assist clients with online banking registration, account access, password resets, and online wire support while following established identity verification procedures
• Conduct outbound client call-backs in accordance with internal policies to ensure confidentiality and information security
• Handle complex issues or inquiries and ensure timely and accurate resolution
• Perform follow-up on time-sensitive matters to meet established service level agreement (SLA) goals
• Escalate issues to appropriate internal teams when necessary
• Accurately track and document customer data and interactions within internal systems
• Serve as backup support for responding to client emails and secure online banking messages (including FXIM), addressing inquiries professionally and promptly
• Collect and negotiate payments with clients in accordance with established policies
• Document interactions while actively engaging with clients and managing multiple systems simultaneously
• Maintain a high level of accuracy in written and verbal communication
• Collaborate effectively within a flexible scheduling environment
• Complete all assigned annual training programs and ongoing professional development requirements

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred
• Prior experience in customer service, banking, financial services, or a related field preferred
• Strong verbal and written communication skills
• Demonstrated ability to manage multiple tasks and systems concurrently
• High attention to detail and accuracy
• Ability to maintain confidentiality and adhere to security protocols
• Professional demeanor and strong problem-solving skills
• Bilingual English and Spanish

Compensation & Benefits

• Competitive compensation based on experience
• Comprehensive benefits package
• Paid time off and holiday schedule
• Opportunities for professional development and career growth

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

George Martinez