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Collection Recovery Senior Specialist
Citizens Bank
Johnston, RI, United States
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Description
The Collections and Recovery Trainer is responsible for the training and development of internal collections staff. Express confidence in the capability of self and others to achieve success within the business. Draws attention to and rewards individual and team success.
• Analyze and make recommendations to improve productivity while maintaining established goals. Analyzes and prepares reports for management on team goal achievement. Researches and resolves operational issues. Responsible for the professional development of a team consisting of multi level agents. Clearly states expectations of excellence in customer service including setting challenging and measurable goals.
• Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.
• Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.
• Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.
• Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.
• Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.
• Team Development: Create, plan and implement activities that will support the development of team members. Performance Management: Ensure team meets agreed service levels, Coach and develop staff. Review and follow-up with each individual’s performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors.
• Ensures that collectors have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).
The role also deals with escalated customer complaints through our internal partners to reach a resolution for the customer. The Collections and Recovery Trainer will be a point t of contact for the Office of the Chairman and foster the relationship with internal partners.
Qualifications
• 3+ Year of Customer Service Experience/Collections experience with an emphasis on Consumer Product
• Excellent phone communication, listening and negotiation skills
• Able to prioritize and manage daily workload
• Proven ability working in a team atmosphere; in a fast paced, fun environment
• Computer proficiency and acumen
• Self motivated attitude with a desire to succeed
• Ability to provide coaching and feedback to colleagues at all levels
• Proven ability to drive positive financial results
Education:
High School or Equivalent required; BS Preferred
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8-5
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.