Collections Specialist I

Overdraft/Collections Specialist

An Overdraft/Collections Specialist manages client relationships for individuals and businesses with checking and savings accounts that are overdrawn or are in a charged-off status. Responsibilities include answering incoming and initiating outgoing calls to obtain deposit information, negotiate payment arrangements, settlements and update any customer contact information; which may include skip tracing; in addition to answering questions regarding the First Bank's Overdraft program.

What You Will Be Doing

• Collection on overdrawn deposit accounts.
• Performing system maintenance on customer accounts in the appropriate bank system; FIS Insight, Sales Management, People Soft and Cyber/Collect.
• Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
• Reviewing accounts for overdrafts as the result of a service charge; completing the required forms and process the accounts to close.
• Reviewing accounts for charge off maintenance as a result of delinquency.
• Accepting and performing credit card payments; for checking/savings accounts, via the First Data Global Gateway system.
• Adhering to the guidelines set forth in the Fair Debt Collection Practices Act (FDCPA) and the Electronic Fund Transfers Act (Reg. E) as it pertains to overdraft programs.
• Educating customers regarding the overdraft program, Best Practices, regulatory guidelines surrounding overdraft programs including Reg. E and the Truth in Savings Act (Reg. DD).
• Consistently meeting and maintaining goals and productivity levels set by management.
• Escalating problem accounts to the next level in a timely fashion.
• Ensuring that all calls are documented in the appropriate software systems.

• High school diploma or general education degree (GED); and a minimum of two years customer service and/or collections experience and/or training, preferably in a banking environment; 6 month related experience, preferred; or equivalent combination of education and experience.
• Proven ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent.
• Previous telephone call center experience and collections preferred.
• Familiarity with FIS Insight, a real plus.
• Intermediate knowledge and experience with Microsoft Office products including Excel and Outlook, required.
• Multi-lingual, a real plus.
• U.S. Military Veterans are encouraged to apply.