What are the responsibilities and job description for the Collections Customer Service - Credit Assistance Specialist position at Bank of America?
Job Description:
The Credit Assistance Specialist is a critical role that focuses on providing solutions to customer credit assistance needs. The role is performed in an operational environment and handles outbound or inbound calls at any stage of delinquency, including Pre-Charge Off and Recovery.
Primary responsibilities include, but are not limited to:
• Outreach to delinquent or high-risk customers to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts
• Negotiation of repayment plans on outstanding debt that benefit both the client and lender
• Work with customer in a positive and professional manner to establish full balance repayment plans or settlements
• Provide consumer credit assistance, including submission of extension requests and other recovery activities
• Solve complex billing problems and inquiries, and negotiate complex payment programs or arrangements while staying within collections compliance guidelines
• Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Read disclosures verbatim each time they are needed
• Meet key performance indicators as outlined by management, achieve capture rate and complaint documentation standards each month
Required Skills:
• Excellent verbal and written communication skills
• Ability to work within the operating hours and days for this position as outlined in the posted job requisition
• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs
• Must be proficient in dealing with customers issues in both a routine and complex environment
• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients
• Must have the 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 Skills:
• At least 1 year of customer service experience
• College degree or commensurate work experience preferred
• Credit Assistance and collections experience
• Inbound/Outbound call center experience
• Banking/financial services experience
• Knowledge of banking operations
Shift:
2nd shift (United States of America)Hours Per Week:
40
