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Senior Credit Assistance Specialist

Newark, Delaware

Job Description:

The Estate Recovery Unit (ERU) is a specialty Collections Recovery department. The Senior Credit Assistance Specialist/Credit Assistance Specialist role is performed in an operational environment and handles outbound or inbound calls for Consumer Card and Business Card accounts that are status as deceased. Primary responsibilities include, but not limited to:

  • Outreach to authorized Right Party Contacts including Executors, Attorneys and Probate Court representatives to develop the status of the Estate and ability to satisfy both claim and non-claim consumer and business lending accounts
  • Negotiation of repayment plans on outstanding debt that benefit both the client and lender while staying within collections compliance guidelines
  • Work with Right Party Contacts in a positive and professional manner to establish full balance repayment plans or settlements
  • Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
  • Provide consumer credit assistance, including submission of customer service inquiries and other recovery activities
  • Ability to research and solve complex billing problems and inquiries and take appropriate action(s)
  • Read disclosures verbatim each time they are needed
  • Meet key performance indicators as outlined by management, achieve capture rate and complaint documentation standards each month

Required Skills:

  • At least 2 years of customer service experience
  • Excellent verbal and written communication skills
  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition
  • Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs
  • Must be proficient in dealing with customers issues in both a routine and complex environment
  • Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients including attorneys
  • Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Skills:

  • College degree or commensurate work experience preferred
  • Credit Assistance and collections experience
  • Inbound/Outbound call center experience
  • Banking/financial services experience
  • Knowledge of banking operations

  • Required to work from the primary work location listed when not in remote operating stance
  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Thursday, 9:00 AM-6:00 PM; Friday 8:00 AM-5:00 PM EST

Referral Bonus Amount:

500

Job Description:

The Estate Recovery Unit (ERU) is a specialty Collections Recovery department. The Senior Credit Assistance Specialist/Credit Assistance Specialist role is performed in an operational environment and handles outbound or inbound calls for Consumer Card and Business Card accounts that are status as deceased. Primary responsibilities include, but not limited to:

  • Outreach to authorized Right Party Contacts including Executors, Attorneys and Probate Court representatives to develop the status of the Estate and ability to satisfy both claim and non-claim consumer and business lending accounts
  • Negotiation of repayment plans on outstanding debt that benefit both the client and lender while staying within collections compliance guidelines
  • Work with Right Party Contacts in a positive and professional manner to establish full balance repayment plans or settlements
  • Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
  • Provide consumer credit assistance, including submission of customer service inquiries and other recovery activities
  • Ability to research and solve complex billing problems and inquiries and take appropriate action(s)
  • Read disclosures verbatim each time they are needed
  • Meet key performance indicators as outlined by management, achieve capture rate and complaint documentation standards each month

Required Skills:

  • At least 2 years of customer service experience
  • Excellent verbal and written communication skills
  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition
  • Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs
  • Must be proficient in dealing with customers issues in both a routine and complex environment
  • Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients including attorneys
  • Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Skills:

  • College degree or commensurate work experience preferred
  • Credit Assistance and collections experience
  • Inbound/Outbound call center experience
  • Banking/financial services experience
  • Knowledge of banking operations

  • Required to work from the primary work location listed when not in remote operating stance
  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • Sufficient room to set up a laptop, monitor, keyboard and mouse
    • Comfortable space to work for a full shift
    • Quiet, private and SECURE space in which to work

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21027672

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Erin Capuzzo

Referral Bonus:

500

Street Address

Primary Location:
655 Paper Mill Rd, DE, Newark, 19711