At Citizens, we’re more than a bank. As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.
As the Collection Recovery Senior Specialist, provides operational support for the Consumer Specialty Operations Charge-Off and Recovery team. This role is responsible for performing critical customer-impacting activities that support regulatory compliance, account servicing, and recovery operations. The associate ensures timely and accurate processing of account-related requests, correspondence, and account maintenance activities while meeting established service level agreements (SLAs) and quality standards.
This position requires a high level of attention to detail, strong organizational skills, and the ability to effectively manage sensitive customer information in a fast-paced, highly regulated environment.
Primary responsibilities include
- Process offset letters in accordance with established procedures and regulatory requirements.
- Review and apply Do Not Call (DNC) requests to customer accounts to ensure compliance with communication restrictions.
- Review and apply Cease and Desist notifications, accurately updating account records and workflow systems.
- Perform account tagging and maintenance activities to ensure customer records reflect current account instructions and restrictions.
- Ensure customer-impacting activities are completed accurately and within established turnaround times and SLAs.
- Conduct quality reviews of work to minimize errors and ensure compliance with applicable policies and procedures.
- Maintain accurate documentation and records for audit and compliance purposes.
- Partner with internal business partners, collections teams, compliance, legal, and customer service departments to resolve account-related inquiries.
- Identify process improvements that increase efficiency, reduce risk, and improve the customer experience.
- Support departmental objectives, reporting requirements, and special projects as assigned.
Qualifications, Education, Certifications and/or Other Professional Credentials
Required Qualifications
- High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Strong attention to detail and commitment to accuracy.
- Effective verbal and written communication skills.
- Ability to manage multiple priorities and meet deadlines in a production-driven environment.
- Proficiency with Microsoft Office applications and operational systems.
- Ability to handle confidential and sensitive customer information appropriately.
Preferred Qualifications
- Experience in banking, financial services, operations, collections, recovery, or customer servicing preferred.
- Knowledge of account maintenance, recovery operations, or regulatory compliance processes preferred.
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: 8:30-5:00