Recovery Collections Specialist

Location:

Training Schedule & Location:

Two weeks of training. 100% on-site Monday - Friday 8:30am - 5:30pm ET

Schedule & Shift after Training:

Required in-office 2 days per week on Wednesday & Friday

Monday - Thursday: 12:30pm - 9:00pm ET
Friday: 8:00am - 4:30pm ET
Saturday: 4 hours between 8:00am and 2:00pm ET

All equipment is provided.

Job Summary

First-Party Recovery Collector is responsible for managing and recovering delinquent accounts that are still owned by the bank. This role involves contacting customers to resolve past-due balances, negotiating payment arrangements, and ensuring compliance with banking regulations and internal policies. The ideal candidate will demonstrate strong communication skills, empathy, and a commitment to helping customers find solutions to resolve their financial obligations.

Individuals will spend 90% of their day on the phone with our customers trying to negotiate a payment or enter into a settlement agreement. The other 10% is documenting calls and training/meetings.

Key Responsibilities

• Contact customers via phone, email, and written correspondence to collect on delinquent accounts.
• Negotiate payment plans and settlements in accordance with bank policies.
• Document all collection activities accurately in the bank's systems.
• Educate customers on account status, payment options, and consequences of non-payment.
• Collaborate with internal departments (e.g., customer service, fraud, escalations) to resolve account issues.
• Monitor and follow up on payment arrangements to ensure compliance.
• Maintain knowledge of federal and state collection laws, including FDCPA and other applicable regulations.
• Meet or exceed monthly recovery targets and performance metrics.
• Handle sensitive customer information with confidentiality and professionalism.

Minimum Qualifications & Requirements

• High school diploma or equivalent required
• Minimum 1 year of experience in collections, customer service, or banking required
• Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt
• Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled
• Ability to work in a fast-paced, goal-driven environment
• Proficiency in Microsoft Office and collection software systems is a plus
• Knowledge of banking regulations and recovery practices is a plus

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $20.00 to $24.00 per hour depending on location and job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.