Recovery Specialists

  • Credit First National Association -CFNA
  • Cleveland, OH, United States
  • Jan 30, 2018
Full time Customer Service Entry Level General Business Other

Job Description

Job description:

This position is responsible for the collection of 30 – 90 day accounts via an automated outbound dialer as well as answering inbound calls from customers. This is a fast paced, goal oriented collection call center position. This will be a 2nd shift position.


Major Areas of Responsibility

  • Place outbound (automated and manual) collection calls to customers
  • Negotiate payments and (repayment arrangements) to assist customers in curing their delinquency
  • Handle inbound customer calls regarding past due balances and / or account inquiries
  • Initiate account corrections/updates/adjustments when necessary
  • Thoroughly document account notes
  • Validate customer demographics (phone, address, etc.) to ensure accuracy
  • Other duties as assigned


Primary Objectives:

  • Increase dollars collected and reduce roll rates
  • Achieve established departmental and individual goals
  • Work with the customer to provide the best solution for curing the delinquency
  • Adherence to established compliance requirements as well as applicable state and federal regulations
  • Provide a positive customer experience




Minimum experience or requirements:

Required Knowledge, Skills, and Abilities

Individuals must have strong communication skills, including listening, probing and negotiating.

He/She must be goal oriented and self-motivated toward achieving established performance goals. Basic typing skills and the ability to maneuver multiple computer screens/sessions is a mus.


Job Requirements

  • By behavior, demonstrate adherence to the company’s core values
  • Basic knowledge of federal regulations related to credit and collections
  • Strong verbal communication skills
  • Ability to demonstrate concern for customers and a willingness to find solutions
  • Listening and Negotiation Skills
  • Maintains a commitment to achieving goals
  • Maintains positive attitude
  • Seeks out and supports continuous improvement within the department
  • Ability to multi-task and quickly move from one function to another
  • Basic Typing skills
  • Must be able to work evenings and weekends