Collections Operations Specialist I (Hybrid)

Overview

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office.

We are looking for candidates who are within a reasonable drivable distance to our Danville, VA office.

This position provides advanced operational support for a business unit in the execution of daily activities. Facilitates processes and associate workflow while ensuring compliance with all applicable regulations and policies. Maintains records or systems crucial for business operations. Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. May guide less experienced specialists on the team through knowledge in the area of work.

This individual would be responsible for the collection of past due customer accounts with a large portfolio balance. This includes the identification and notification of disputes to effect payment and/or resolution.

Responsibilities

• Pursue payment of past due balances for designated portfolio of accounts utilizing the most advanced technology available (i.e. customer web portal, customer automated phone system, e-mail, telephone contact, etc.)
• Elevate issues resulting in non-payment to client and A/E as appropriate
• Interact with credit officers to alert of and develop resolutions to problem accounts / situations
• Work to ensure delinquencies do not exceed established targets based on individual and team accountabilities
• Establish final resolution dates for aged items
• Be actively involved in team development- promote organizational agility, innovation and creativity
• Support management with various audits, projects, and cost saving initiatives
• Respond to and follow through promptly on client inquiries
• Maintain accurate records and files in concise form to ensure efficient follow up and availability of information
• Accountable to administer all accounts professionally and in accordance with company policy

Qualifications

High School Diploma or GED and 1 year of experience in clerical or administrative

Additional Preferred Qualifications:

• Bachelor's Degree in business related area or relevant experience in collection or customer/client service preferred
• Superior communication and multi-tasking skills, with the ability to positively interact with multiple internal and external clients and customers
• Superior time management skills and ability to adjust to changing demands
• Ability to ask pertinent, probing questions to determine real reasons for non-payment
• Ability to work in a fast-paced business environment with heavy customer/client contact
• Proficiency in Microsoft Word, Excel, and Outlook

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits