The collections specialist 3 performs a variety of assignments with limited complexity, primarily focusing on the accuracy of tasks. Works under general supervision and established procedures, servicing a range of products and services. Applies detailed knowledge of specialized administrative and technical skills. Understands how duties relate and integrate within the team or unit. Exchanges moderately complex information with others. Basic knowledge of the organization and its policies is required. Uses experience and simple judgment to make decisions within defined options or standard protocols, following through on issues and evaluating solutions to complete tasks.
responsibilities:
1. 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. Interprets procedure instructions by choosing among alternative courses of action to resolve delinquencies. Supports a range of products and services. Applies detailed knowledge of specialized administrative and technical skills, with impact related to task accuracy. Understands how duties relate and integrate with others in the team or unit.
2. increases recovery of the past due portfolio across different collection portfolios.
3. ensures compliance with the goals and parameters of established operational processes.
4. maintains compliance with quality objectives and institutional policies.
5. provides telephone collection services to clients.
6. fulfills client needs while providing an exceptional client experience, measured by specific metrics.
7. assesses risk appropriately when making business decisions, considering the firm's reputation and safeguarding citigroup, its clients, and assets. Ensures compliance with applicable laws, rules, and regulations, adheres to policies, and applies ethical judgment. Escalates, manages, and reports control issues transparently.
qualifications:
* ability to work under pressure, make decisions, solve problems, and negotiate.
* focus on client needs or organizational issues with frustration tolerance.
* minimum of 1 year of experience.
education:
* high school diploma or equivalent.
knowledge in collection processes and customer service via telephone.
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job family group: operations - collections default
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job family: core collections
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time type: full-time
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most relevant skills: see above requirements.
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other relevant skills: for additional skills, see above or contact the recruiter.
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citi is an equal opportunity employer. Qualified candidates will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. If you need a reasonable accommodation, please review accessibility at citi. View citi’s eeo policy and the know your rights poster.
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