KeyBank is a national association seeking a First-Party Recovery Collections Specialist. This role is responsible for managing and recovering delinquent accounts, contacting customers to negotiate payment arrangements, and ensuring compliance with banking regulations.
Responsibilities
- Contact customers via phone, email, and written correspondence to collect on delinquent accounts
- Negotiate payment plans and settlements in accordance with bank policies
- Document all collection activities accurately in the bank’s systems
- Educate customers on account status, payment options, and consequences of non-payment
- Collaborate with internal departments (e.g., customer service, fraud, escalations) to resolve account issues
- Monitor and follow up on payment arrangements to ensure compliance
- Maintain knowledge of federal and state collection laws, including FDCPA and other applicable regulations
- Meet or exceed monthly recovery targets and performance metrics
- Handle sensitive customer information with confidentiality and professionalism
Skills
- High school diploma or equivalent is required
- Minimum 1 year of experience in a customer service/collections call center is required
- Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt
- Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled
- Ability to work in a fast-paced, goal-driven environment
- Proficiency in Microsoft Office and collection software systems is a plus
- Knowledge of banking regulations and recovery practices is a plus
Company Overview
At KeyBank we’ve made a promise to our clients that they will always have a champion in us. It was founded in 1849, and is headquartered in Cleveland , Ohio, US, with a workforce of 10001+ employees. Its website is https://www.key.com.
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