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    Credit Assistance Specialist - Phoenix, United States - Bank of America

    Bank of America
    Bank of America Phoenix, United States

    1 week ago

    Bank of America background
    Full time
    Description

    Description

    :
    This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for credit products at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making while maintaining collections compliance guidelines, and providing exceptional client service and empathy meeting both the bank's and client needs.

    Schedule: Monday – Friday, 11:00am - 8:00pm (rotating Saturdays)

    Responsibilities:

  • Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
  • Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
  • Determines the right solution for the client while staying within collections compliance guidelines
  • Demonstrates empathy for the client's situation using ethical behavior that is consistent with the bank's code of conduct
  • Achieves quality standards and meets key performance indicators
  • Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

    • Required Qualifications:

    • Minimum of one year 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

    • 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 Qualifications:

    • College degree or commensurate work experience preferred

    • Credit Assistance and collections experience

    • Inbound/Outbound call center experience

    • Banking/financial services experience

    Skills:

  • Active Listening
  • Attention to Detail
  • Client Solutions Advisory
  • Oral Communications
  • Account Management
  • Adaptability
  • Collaboration
  • Data Collection and Entry
  • Interpret Relevant Laws, Rules, and Regulations
  • Liquidity Management

    • Shift:

    2nd shift (United States of America)

    Hours Per Week:

    40
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