Collection Recovery Sr Specialist

Citizens Bank
United States
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Counseling","Persuasion","Problem-solving","Organizational skills","Independent decision-making","Judgment","Adaptability"]

Handle inbound customer calls and provide collection/recovery assistance to support customers facing financial hardship. Serve as an SME for specialized collections/recovery work, maintain required files/systems, and ensure compliance with laws, regulations, and bank policy. Use training and advanced techniques (including AI) to deliver helpful experiences, support junior staff through escalations or peer reviews, and help drive improvements in collection and recovery metrics.

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FursaFursa
Citizens Bank
Citizens Bank
3 days ago

Collection Recovery Sr Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle inbound customer calls and provide collection/recovery assistance to support customers facing financial hardship. Serve as an SME for specialized collections/recovery work, maintain required files/systems, and ensure compliance with laws, regulations, and bank policy. Use training and advanced techniques (including AI) to deliver helpful experiences, support junior staff through escalations or peer reviews, and help drive improvements in collection and recovery metrics.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as an SME in a specialized collections/recovery area.
  • •Drive improvements in strategic and tactical collection and recovery metrics while following policy and procedures.
  • •Complete required file/system maintenance so accounts are correctly marked as engaged in specialized collections.
  • •Understand and comply with laws, regulations, and bank policy related to specialty collections.
  • •Assist junior or less experienced staff with escalated concerns and/or perform peer reviews; may take on special projects as directed.

Key Requirements

  • •Strong oral communication, counseling, and persuasion skills.
  • •Excellent data entry and typing skills.
  • •Aptitude for math and problem-solving.
  • •Familiarity with digital phone systems and ability to make independent decisions with sound judgment.
  • •Strong organizational skills in a production-driven environment, with flexibility to adapt to changing business needs.
Experience:Mortgage collectionsLoss mitigation
Education:High School
Skills:CommunicationCounselingPersuasionProblem-solvingOrganizational skillsIndependent decision-makingJudgmentAdaptability
Tech Stack:AIDigital phone systemsMicrosoft ExcelMicrosoft WordMSPBlack Knight

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website