Overview
the collections specialist 4 performs moderately complex and varied assignments. Most of the impact is related to quality of execution. Works with limited supervision. May service an expansive array of products/services. Demonstrates technical/administrative expertise. Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards. The technical procedures for this level are well defined. Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function. Exchanges moderately complex information with others. There may be occasional handling of awkward contacts. Basic knowledge of the organization and its policies required. Applies research, information gathering and analysis skills to factual information. Applies judgment based on practice and precedence. Selects the best course of action from a broad array of defined options, understanding the consequences of each.
responsibilities
* performs collections specialist 3 duties plus: uses advanced negotiation skills to resolve escalated calls. Coaches trains lower level collectors and new team members. Prioritizes workflow to help identify process improvements. Interprets procedures instructions by choosing among alternatives to resolve problems. Works under limited supervision. May support an expansive array of products services. Demonstrates technical administrative expertise. Applies specialized functional area skills and basic knowledge including underlying professional technical principles or standards, which are well defined. Understands how duties relate with others in the team unit and how the unit integrates with others in accomplishing the work of the function.
* uses advanced negotiation skills to resolve high risk calls.
* coaches/trains lower level collectors and new team members.
* prioritizes workflow to help identify process improvements.
* interprets procedures/instructions by choosing among alternatives to resolve problems.
* works under limited supervision. May support an expansive array of products/services.
* demonstrates technical/administrative expertise.
* applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards, which are well defined.
* understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function.
* appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding citi, 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
* previous collections experience preferred
* work under pressure, decision making, problem solving, negotiation
* prior work experience would provide a basic knowledge of activities, policies, and procedures of the work area
* 1-3 years experience
education
* high school diploma or equivalent
para la posición requerimos
* 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
el 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 tarjetas de crédito mora temprana y créditos personales mora temprana
* 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 de la posición
* 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.
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. View citi’s eeo policy statement and the know your rights poster.
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