Charge Off Specialist

Responsibilities of the Job (Or Better Known as, Your Next Destination)

The Charge Off Specialist will contribute to a high performance and result-oriented team. A specialist will work with customers to secure new payment plans and put the customer back on the path to ownership. Specialists will also work accounts that are settlement eligible.

• Handle large volume of inbound calls to support account servicing for all charge off accounts including educating customers on status of accounts, act as intermediary for special servicing as applicable, assist customers on existing payment plans, negotiate new payment plans and influence customers on negotiated settlement options when appropriate

• Perform high volume of outbound calls to establish contact with customers to collect payments towards their plan, negotiate setting up new payment plans and work towards negotiated settlements when applicable

• Monitor worklist delay and request repossession assignments on customers that default on their payment plan

• Ensure accuracy and integrity for account documentation and customer communication and correspondence

• Perform administrative functions including inquiries to various departments via email and/or internal ticketing system

• Submit requests to various departments within the company as needed based on account status

• Other duties as assigned

Knowledge, Skills and Abilities (The Good Stuff) 

• Clear, concise and professional written and oral communications and interpersonal skills

• Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment

• Prioritize and multi-task to ensure the achievement of assigned performance objectives.

• Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers

• Knowledge of collection policies/procedures including skip tracing and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law

• Strong negotiation and conflict management skills

• Self-motivated with strong decision-making capabilities; ability to self-start

• Ability to work in an accurate, detail-oriented, and highly productive manner

Requirements (a.k.a. What You Need to Get the Job Done)

• High School Diploma, GED, or equivalent certification

• Experience with Microsoft Office such as Excel, Outlook and Word

• 2+ years of experience in loss mitigation, collections and/or financial services

• Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience

Physical Demands

The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to remain in a stationary position at least 75% of the time.

• Occasionally move about inside the office to access file cabinets, office machinery, etc.

• Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.

• Frequently communicate with internal and external customers. Must be able to exchange accurate information in these situations.

• This position could require moving objects up to 20 pounds.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.