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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Collect delinquent accounts according to the agreed upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide exceptional client service to all Clients by being transparent, positive, and treating Clients the way we want to be treated. Assists leadership in handling problem accounts, new teammates, or less seasoned teammates, including coaching and training. Provide feedback and assistance on department workflow and projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Consistently achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.
2. Responsible for exercising good and professional judgement in handling more difficult problem accounts. May include exceptionally complex or multiple products, systems, delinquency or charged off accounts.
3. Provide Clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training.
4. Assist less experienced teammates with more difficult collection accounts and client calls and may assist with new hire side by side training.
5. Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
6. Assist leadership and in handling escalated internal and external inquiries and/or complaints.
7. Document all collection efforts for each assigned account in the collection system using appropriate codes and notes in accordance with established procedures.
8. Utilize established resources for alternative information to reach clients.
9. Offer/execute payment assistance and settlement programs, including expanded authority levels within policy guidelines.
10. Communicate regularly with leadership on status of problem accounts in accordance with established procedures.
11. Ensure that all accounts have been thoroughly worked according to established procedures (including contact attempts, required letters, etc.)
12. Complete all required Computer Based Training (CBT) courses accurately and timely.
13. May assist leadership with reviewing system test cases for common collection tasks to help support accurate deployment of upcoming system changes

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High school graduate
2. Advanced computer skills in MS office suite
3. Achieved and consistently exceeded production goals and performance expectations
4. Three plus years previous collection/recovery experience
5. Excellent verbal and written communication skills
6. In depth understanding of systems and products across Client Default Solutions.
7. Ability to perform in a fast paced, highly dynamic environment.

Preferred Qualifications:
1. Bachelor’s Degree in a business-related field
2. Previous lending or call center experience
3. Bilingual

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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