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Collection Associate Specialist

GENERAL DUTIES & RESPONSIBILITIES
Places inbound and outbound calls through an auto dialer system to negotiate and collect dishonored checks and past due or over-limit credit/debit card accounts.
Works with customer to negotiate a repayment arrangement in a minimal number of contacts.
Updates customer's contact and account information during each contact.
Responsible for account research including skip tracing, through the use of online credit bureaus and other systems.
Works with other internal FIS departments including customer service and accounting.
Contacts outside companies, e.g., agent banks, attorneys, credit counseling agents as needed.
Maintains control of the conversation with customer at all times. Follows basic call flow and handling procedures while adapting to each conversation using the phone skills and techniques learned during training.
Adheres to all departmental procedures and FDCPA (Fair Debt Collection Practices Act) regulations.
When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
May provide guidance and/or mentoring to less experienced Collections Representatives.
Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED. Associate's or Bachelor's degree is preferable.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Requires ability to navigate a computerized data entry system or other relevant applications
Working knowledge of collection laws, bankruptcy requirements and guidelines
Able to work with data entry systems, credit bureau reports and collection techniques
Excellent customer service and telephone skills
Excellent verbal and written communication skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
Ability to make decisions within specified parameters
Ability to work effectively with multiple tasks and situations
Ability to work in a Predictive Dialer environment
Ability to work productively in a high transaction volume environment
Ability to work both independently and in a team environment
May require the ability to accommodate a flexible work schedule
May require multi-lingual skills for specific position, e.g., English, Spanish
FIS JOB LEVEL DESCRIPTION
Senior level role. Highly-skilled with extensive proficiency and experienced in a variety of lines of collections business. Assists supervisors and/or managers with the management of daily activities over a group of collections representatives. Provides direction and guidance to less experienced team members. Recognizes and recommends areas needing improvement. May assist in scheduling and coordinating team activities. Handles escalated and unresolved calls from less experienced representatives. Typically provides input into hiring decisions and performance appraisals but does not make those decisions or conduct performance appraisals. Requires advanced problem solving. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with latitude for independent judgment. Typically requires five or more years of experience in a call center in a collections- or customer service-related position in a service industry, with at least two years as a senior level collections representative Immediate to advanced dialer knowledge is preferred but not required. Intermediate to advanced technical knowledge and application of standard office software packages is required. Having overall knowledge of collections operations and support is required. One or more years financial services experience is required.


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