About the Role
This role focuses on managing a portfolio of delinquent credit card accounts by contacting customers, assessing financial situations, and negotiating repayment plans to reduce outstanding debt and improve recovery rates.
Responsibilities
- Contact account holders with overdue credit card balances
- Evaluate financial circumstances to determine repayment capacity
- Negotiate feasible payment arrangements
- Document all customer interactions accurately
- Adhere to federal and state compliance standards
- Follow internal collections policies and procedures
- Update account statuses in the collections system
- Escalate complex cases to senior staff
- Maintain professional and respectful communication
- Meet performance targets for account resolution
- Monitor portfolio performance metrics
- Identify trends in delinquency patterns
- Collaborate with internal departments for account updates
- Provide feedback on process improvements
- Participate in training sessions
- Stay current on regulatory changes
- Use CRM tools to manage customer data
- Ensure data privacy and security
- Respond to customer inquiries promptly
- Support internal audits as needed
Nice to Have
- Prior experience in financial services collections
- Working knowledge of bankruptcy procedures
- Call center experience in a regulated industry
- Advanced certification in collections practices
- Experience with litigation support processes
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model
Team
Part of the collections division within the credit card services unit
Performance Expectations
- Achieve monthly recovery targets
- Maintain high-quality call standards
- Reduce delinquency rates within assigned portfolio
- Complete required documentation per interaction
Compliance Requirements
- Follow all regulatory guidelines including FDCPA and FCRA
- Complete mandatory compliance training annually
- Report potential violations immediately
- Adhere to internal audit protocols
Not available
