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Recovery Specialist -

Confidential - Everstaff
Brook Park, Ohio, United States
January 16, 2017

You would be responsible for the collection of 30 - 90 day accounts via inbound and outbound calls. This is a fast paced, goal oriented collection call center position!

Major Areas of Responsibility

•Place outbound (automated and manual) collection calls to customers

•Negotiate payments and (repayment arrangements) to assist customers in curing their delinquency

•Handle inbound customer calls regarding past due balances and/ or account inquiries

•Initiate account corrections/updates/adjustments when necessary

•Thoroughly document account notes

•Validate customer demographics (phone, address, etc.) to ensure accuracy

•Other duties as assigned

Primary Objectives:

•Increase dollars collected and reduce roll rates

•Achieve established departmental and individual goals

•Work with the customer to provide the best solution for curing the delinquency

•Adherence to established compliance requirements as well as applicable state and federal regulations

•Provide a positive customer experience

Required Knowledge, Skills, and Abilities

Individuals must have strong communication skills, including listening, probing, and negotiating.

He/She must be goal oriented and self-motivated toward achieving established performance goals. Basic typing skills and the ability to maneuver multiple computer screens/sessions is a must.

Job Requirements

•By behavior, demonstrate adherence to the company's core values

•Basic knowledge of federal regulations related to credit and collections

•Strong verbal communication skills

•Ability to demonstrate concern for customers and a willingness to find solutions

o Empathetic/understanding/acknowledgement of customers' specific circumstances

o Remains polite and professional throughout dialogue

o Effectively and succinctly resolves issues

•Listening and Negotiation Skills

•Maintains a commitment to achieving goals

•Maintains positive attitude

•Seeks out and supports continuous improvement within the department

•Ability to multi-task and quickly move from one function to another

•Basic Typing skills

Education and Experience

•3 years Collections or Customer Service or Sales experience

•High School Diploma or GED