Collections Specialist
Location: 330 Rush Alley Suite 500 Columbus, OH Position Summary: The Collection Specialist is responsible for contacting members who have delinquent loans and offer viable delinquency resolution solutions while providing good member service. Correspondence will primarily occur via the telephone but may also communicate via email. The Collection Specialist expresses understanding and empathy, while obtaining the reason for the delinquency in a non-threatening manner and offer repayment plans to resolve the delinquency. The Collection Specialist processes a variety of personal and business financial transactions, payment processing and application, as well as problem solving. What You Will Do
Process Financial Transactions/Account Dispute Resolution Review accounts for misapplied payment Review loan documents/system to identify loans that were set up with incorrect due date Submit DNA Publisher tickets to have identified errors corrected Follow upon submitted CRMs to ensure completion Delinquent Account Resolution Make outbound and receive inbound calls from members pertaining to delinquent account(s) Provide accurate answers to members' questions Properly identify members when receiving inbound calls (i.e. member number, social security, DOB) Contact delinquent members; obtain reason for delinquency while expressing empathy and offer viable repayment solutions to resolve delinquency Thorough account documentation of conversation Ask probing open-ended questions Quality Assurance (Call Monitoring) Proper identity verification procedures are completed Address verification completed Obtains reason for delinquency, obtains employment information, and offers viable repayment solutions while expressing empathy and understanding Documents results of all calls in Akkelerant and notates Diary Memos when necessary Utilizes proper grammar and phone etiquette Stays logged in to phone system and in a "ready" status except when on break or lunch Demonstrates active listening and effective questioning skills to gather pertinent information and documents thoroughly
Location: 330 Rush Alley Suite 500 Columbus, OH Position Summary: The Collection Specialist is responsible for contacting members who have delinquent loans and offer viable delinquency resolution solutions while providing good member service. Correspondence will primarily occur via the telephone but may also communicate via email. The Collection Specialist expresses understanding and empathy, while obtaining the reason for the delinquency in a non-threatening manner and offer repayment plans to resolve the delinquency. The Collection Specialist processes a variety of personal and business financial transactions, payment processing and application, as well as problem solving. What You Will Do
Process Financial Transactions/Account Dispute Resolution Review accounts for misapplied payment Review loan documents/system to identify loans that were set up with incorrect due date Submit DNA Publisher tickets to have identified errors corrected Follow upon submitted CRMs to ensure completion Delinquent Account Resolution Make outbound and receive inbound calls from members pertaining to delinquent account(s) Provide accurate answers to members' questions Properly identify members when receiving inbound calls (i.e. member number, social security, DOB) Contact delinquent members; obtain reason for delinquency while expressing empathy and offer viable repayment solutions to resolve delinquency Thorough account documentation of conversation Ask probing open-ended questions Quality Assurance (Call Monitoring) Proper identity verification procedures are completed Address verification completed Obtains reason for delinquency, obtains employment information, and offers viable repayment solutions while expressing empathy and understanding Documents results of all calls in Akkelerant and notates Diary Memos when necessary Utilizes proper grammar and phone etiquette Stays logged in to phone system and in a "ready" status except when on break or lunch Demonstrates active listening and effective questioning skills to gather pertinent information and documents thoroughly