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Credit Assistance Specialist

Greensboro, North Carolina

Job Description:

Credit Assistance Specialist

**Multiple Shifts May Be Available**

At Bank of America, we’re guided by a common purpose to help make financial lives better by connecting clients and communities to the resources they need to be successful. Make a difference by joining our Mortgage Collections team. We’re looking for teammates who can help us mitigating risk for the bank by providing solutions to customers in need of assistance. The role is performed in an operational environment and handles outbound or inbound calls at any stage of delinquency. 

We’re a culture that…

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger, so we can reflect, connect to and meet the diverse needs of our clients around the world.
  • Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their backgrounds or experiences.
  • Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
  • Believes in responsible growth and is dedicated to supporting the communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.    

As a credit assistance specialist, you can look forward to…

Primary responsibilities include, but not limited to:
• Contact delinquent or high-risk customers to secure payment arrangements and the determine reason for delinquency on active or inactive mortgage accounts.
• Remain positive and professional to build rapport with the client and through information gathered assess and offer the best resolution.
• Provide consumer credit assistance, including submission of extension requests and other recovery activities.
• Solve complex billing problems and inquiries, and negotiate complex payment programs or arrangements while staying within collections compliance guidelines.
• Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct.
• Adhere to quality and regulatory guidelines in order to appropriately service customers and minimize risk for the bank.
• Achieve key performance indicators as outlined by the business leaders.

Required Skills:
• At least 1 year of customer service experience or commensurate work, training, degree and/or military 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.
• 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:
• 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:

2nd shift (United States of America)

Hours Per Week:  40

Job Band:

H7

Shift: 

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday- Friday 1:00pm-10:00pm

Referral Bonus Amount:

0

Job Description:

Credit Assistance Specialist

**Multiple Shifts May Be Available**

At Bank of America, we’re guided by a common purpose to help make financial lives better by connecting clients and communities to the resources they need to be successful. Make a difference by joining our Mortgage Collections team. We’re looking for teammates who can help us mitigating risk for the bank by providing solutions to customers in need of assistance. The role is performed in an operational environment and handles outbound or inbound calls at any stage of delinquency. 

We’re a culture that…

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger, so we can reflect, connect to and meet the diverse needs of our clients around the world.
  • Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their backgrounds or experiences.
  • Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
  • Believes in responsible growth and is dedicated to supporting the communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.    

As a credit assistance specialist, you can look forward to…

Primary responsibilities include, but not limited to:
• Contact delinquent or high-risk customers to secure payment arrangements and the determine reason for delinquency on active or inactive mortgage accounts.
• Remain positive and professional to build rapport with the client and through information gathered assess and offer the best resolution.
• Provide consumer credit assistance, including submission of extension requests and other recovery activities.
• Solve complex billing problems and inquiries, and negotiate complex payment programs or arrangements while staying within collections compliance guidelines.
• Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct.
• Adhere to quality and regulatory guidelines in order to appropriately service customers and minimize risk for the bank.
• Achieve key performance indicators as outlined by the business leaders.

Required Skills:
• At least 1 year of customer service experience or commensurate work, training, degree and/or military 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.
• 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:
• 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:

2nd shift (United States of America)

Hours Per Week:  40

Shift:

2nd shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21059402

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Julie Outar

Referral Bonus:

0

Street Address

Primary Location:
4161 PIEDMONT PKWY, NC, Greensboro, 27410