DescriptionAt Citizens, we’re more than a bank. As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself. As the Collection Recovery Senior Specialist, you will field a variety of customer calls and display your passion to deliver high quality solutions for our customers. Additionally, you will help customers through their financial hardship by offering a wide variety of assistance and options. You will thrive in this role through your extensive training and knowledge in some of the most advanced techniques and tools for your specialized area of the collections/recovery business, including AI, to give customers the most realistic and helpful experience possible. You will work with limited supervision and will be responsible for providing support to junior staff members and peers to support their development and performance on your team. You will be a key player in driving improvements for strategic and tactical collection and recovery metrics, possibly performing special projects or initiatives that leverage colleague experience. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!As a successful member of the Total Loss team you will be asked to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and colleagues regarding account information. You will be responsible for (but not limited to) the following:Primary responsibilities include
Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
Completes any and all file/system maintenance required in accordance with policy in order to signify an account is currently engaged in a specialized form of collections.
Understands, adheres to and abides by any and all laws, regulations, and bank policy regarding specialty collections.
Assists junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
May be expected to perform special projects or initiatives that leverage colleague experience. This will be as directed by management and senior management.
Timely follow-up with appropriate contacts in regards to claims
Complete account maintenance, in accordance with our SLAs.
Ability to multi-task and work independently in a fast paced work environment
Ability to de-escalate situations and maintain professionalism at all times
Maintaining compliance with all banking requirements
Qualifications, Education, Certifications and/or Other Professional Credentials
High School or Equivalent required
1+ Year of Customer Service Experience/Collections experience
Excellent verbal, written, and problem solving skills
Able to prioritize and manage daily workload
Ability to work in a team, fast paced, fun environment
Computer proficiency and ability to adapt
Self-motivated attitude with a desire to succee
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8am to 4:45pm
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.Equal Employment OpportunityAt Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.Equal Employment and Opportunity EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growthBackground CheckAny offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.07/09/2024