Credit Assistance Specialist II 1st Shift Phoenix AZ

Job Description:

Job Description:
This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling outbound and inbound calls for products at any stage of delinquency or risk, including pre-charge off, recovery, or other specialized areas. Job expectations include leveraging exceptional problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities:

• Reaches out to delinquent or high-risk clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts

• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable

• Achieves quality standards and meets key performance indicators

• Determines the right solution for the client while staying within collections compliance guidelines

• Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct

• Provides coaching or guidance to other specialists on policies, procedures, or problems

• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications:

• Must have current Consumer Card experience

• 1+ years of credit assistance/collections experience

• Excellent verbal and written communication skills

• Ability to continue working ones current shift.

• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Proficient in dealing with customer issues in both a routine and complex environment

• Demonstrate negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients

• Ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications:

• Bachelor’s Degree in related field or equivalent work experience

• Inbound/outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations​

Skills:

• Active Listening

• Attention to Detail

• Client Solutions Advisory

• Oral Communications

• Account Management

• Adaptability

• Collaboration

• Data Collection and Entry

• Interpret Relevant Laws, Rules, and Regulations

• Liquidity Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: