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Credit Assistance Specialist

at Bank of America in Newark, Delaware, United States

Job Description

Credit Assistance Specialist

Newark, Delaware

Job Description:

Credit Assistance Specialist

Job Description:

The Credit Assistance Specialist is a critical role that focuses on providing solutions to customer credit assistance needs. The role is performed in an operational environment and handles outbound or inbound calls at any stage of delinquency, including Pre-Charge off and Recovery.

Primary responsibilities include, but not limited to :

• Outreach to delinquent or high-risk customers to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts

• Negotiation of repayment plans on outstanding debt that benefit both the client and lender

• Work with customer in a positive and professional manner to establish full balance repayment plans or settlements

• Provide consumer credit assistance, including submission of extension requests and other recovery activities

• Solve complex billing problems and inquiries, and negotiate complex payment programs or arrangements while staying within collections compliance guidelines

• Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct

• Read disclosures verbatim each time they are needed

• Meet key performance indicators as outlined by management, achieve capture rate and complaint documentation standards each month

Required Skills :

• At least 1 year of customer service experience or commensurate work, training, degree and/or military experience

• Excellent verbal and written communication skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Skills:

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Required to work from the primary work location listed when not in remote operating stance. Initially you may be required to work from home and/or remotely in this role:

o Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

o Sufficient room to set up a laptop, monitor, keyboard and mouse

o Comfortable space to work for a full shift

o Quiet, private and SECURE space in which to work

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Job Band:

H7

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Credit Assistance Specialist

Job Description:

The Credit Assistance Specialist is a critical role that focuses on providing solutions to customer credit assistance needs. The role is performed in an operational environment and handles outbound or inbound calls at any stage of delinquency, including Pre-Charge off and Recovery.

Primary responsibilities include, but not limited to :

• Outreach to delinquent or high-risk customers to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts

• Negotiation of repayment plans on outstanding debt that benefit both the client and lender

• Work with customer in a positive and professional manner to establish full balance repayment plans or settlements

• Provide consumer credit assistance, including submission of extension requests and other recovery activities

• Solve complex billing problems and inquiries, and negotiate complex payment programs or arrangements while staying within collections compliance guidelines

• Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct

• Read disclosures verbatim each time they are needed

• Meet key performance indicators as outlined by management, achieve capture rate and complaint documentation standards each month

Required Skills :

• At least 1 year of customer service experience or commensurate work, training, degree and/or military experience

• Excellent verbal and written communication skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

• Must be proficient in dealing with customers issues in both a routine and complex environment

• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Skills:

• Credit Assistance and collections experience

• Inbound/Outbound call center experience

• Banking/financial services experience

• Knowledge of banking operations

Required to work from the primary work location listed when not in remote operating stance. Initially you may be required to work from home and/or remotely in this role:

o Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

o Sufficient room to set up a laptop, monitor, keyboard and mouse

o Comfortable space to work for a full shift

o Quiet, private and SECURE space in which to work

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21058620

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Sandra D’Amico

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the “EEO is the Law” poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the “EEO is the Law” Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\EEO\Supplement\Final\JRF\QA\508c.pdf) .

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Job Posting: JC192729729

Posted On: Sep 18, 2021

Updated On: Oct 21, 2021