Call Center Collections Resolution Specialist (Raleigh Office, hybrid after 90 days)

First Citizens Bank - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

Credit Intermediation and Related Activities

About the position

The Call Center Collections Resolution Specialist at First Citizens Bank is responsible for collecting past due payments on various retail or consumer accounts by phone. This role emphasizes maintaining high standards for client experience while probing for a complete understanding of clients' reasons for delinquency. The specialist will work to establish payment arrangements and mitigate risk to the bank through sound decision-making and attention to detail.

Responsibilities

• Contacts past due clients to collect payments.
• Applies the appropriate treatment to resolve delinquency and serves as a liaison between branch and clients.
• Establishes rapport with clients throughout work activities.
• Delivers the best client experience while maintaining high standards of professionalism and call quality.
• Documents accounts, utilizes the correct system coding, and submits account maintenance with accuracy.
• Maintains a strong knowledge of Bank policies while navigating multiple systems to ensure procedures and applicable regulations are followed.

Requirements

• High School Diploma or GED and 2 years of experience in Collections, Customer Service, or Financial services OR N/A and N/A years of experience in Collections, Customer Service, or Financial services.
• Effective communication skills including active listening and empathy.
• Ability to negotiate and collect payments.
• Ability to type and talk while working in multiple systems simultaneously.
• High level of attention to detail and accuracy, including written skills.

Nice-to-haves

• Bachelor's degree

Benefits

• Comprehensive benefits program for full-time associates (20+ hours) with customized offerings designed to support families.