Overview
the collections specialist 3 performs a variety of assignments with limited complexity. Most of the impact is related to the accuracy of tasks performed. Works under general supervision and established procedures. May service a range of products/services. Applies detailed knowledge of a wide range of specialized administrative/technical skills. Understands how duties relate and integrate with others in the team/unit. Exchanges moderately complex information with others. Basic knowledge of the organization and its policies required. Applies experience and simple judgment to make decisions within defined options or standard protocols – follows through on issues. Able to evaluate and select the correct solution in order to complete the task at hand.
responsibilities
* performs collection specialist 2 duties plus: utilizes advanced negotiation skills to resolve delinquency issues. Researches problems, such as skip tracing, to develop external contacts. Shares knowledge with less experienced collectors. Has increased opportunity to interpret procedures instructions by choosing among alternative courses of action to resolve delinquencies. Works under general supervision and established procedures. May support a range of products services. Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed. Understands how duties relate integrate with others in the team unit.
* increase the recovery of the past due portfolio of the different collection portfolios
* comply with the goals and parameters of the established operational process
* ensure compliance with quality objectives and compliance with institutional policies
* provide the telephone collection service to the client
* fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
* appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
qualifications
* work under pressure
* decision making
* problem solving
* negotiation
* client needs or organizational issues while remaining focused
* frustration tolerance
* 1 year experience
education
* high school diploma or equivalent
requisitos (en español)
* bachillerato concluido, licenciatura trunca o concluida
* experiencia como ejecutivo telefónico cobranza y/o atención a clientes
* escucha activa
* comunicación fluida y efectiva
* capacidad de análisis
* servicio al cliente, empatía
objetivo de la posición
* atención de llamadas telefónicas de cobranza
* resolver temas de mora y pago atrasado a través de habilidades y tácticas de negociación avanzadas
* negociación con los clientes ofreciendo alternativas de solución al atraso que presentan en sus créditos hipotecarios, créditos directos b de empleados y exempleados
* garantizar el cumplimiento de las políticas institucionales
* seguir los procedimientos y las instrucciones para elegir entre soluciones alternativas para resolver las moras
modalidad y horario
* calle prolongación pedro ascencio no. 1001 pte., col. L metepec
* presencial
* lunes a sábado
* vespertino
* disponibilidad de horario
job family group: operations - collections default
job family: core collections
time type: full time
most relevant skills
please see the requirements listed above.
other relevant skills
for complementary skills, please see above and/or contact the recruiter.
parámetros de diversidad y oportunidad
citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
if you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review accessibility at citi, and view the eeo policy statement and the know your rights poster.
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