Collections Recovery Sr Specialist

Citizens • Irving, TX

8h • Hybrid

About The Position

At 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!

Requirements

• Strong oral communication, counseling, and persuasion skills.
• Excellent data entry and typing skills.
• Aptitude for math and problem-solving.
• Familiarity with digital phone systems.
• Ability to make independent decisions and exercise sound judgment.
• Strong organizational skills and ability to perform in a production-driven environment.
• Flexibility to adapt to evolving business needs with a positive attitude.

Nice To Haves

• 2-3 years prior experience in mortgage collections or loss mitigation.
• Knowledge of Fair Debt Collection Practices and mortgage regulations.
• Experience with MSP/Black Knight systems.
• Proficiency in Microsoft Excel and Word.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed