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Call Center Collections Agent

KellyMitchell Naperville Contractor
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KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Job Title: Call Center Collections Agent

Job Description & Responsibilities

Identify, monitor, recommend and execute action on non-performing accounts. Must balance financial risks/rewards to Bank with working with and meeting the needs of the customer. Minimize loss and/or maximize return on investment through prompt and appropriate loss mitigation. Utilize strong negotiation skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations. Maintain contact and follow-through to ensure appropriate resolution. 

Non-Performing Account Resolution:

  • Analyze varying customer issues/inquiries and non-performing accounts to determine appropriate solutions 
  • Contact past due customers and execute established procedures for the successful resolution of non-performing accounts, adhering to all applicable investor guidelines, requirements and regulations 
  • Respond to past-due customer-initiated requests and work with customer to resolve delinquency in a manner beneficial to all parties 
  • Negotiate the delinquent account resolution by balancing the financial risks/rewards to the bank with working with and meeting the needs of the customer 
  • Apply skip tracing techniques and strong negotiation skills when required 
  • Keep management apprised of complex or high risk situations or issues 
  • Build and maintain constructive relationships with internal and external business partners, suppliers, vendors and regulatory officials 
  • Stay abreast of and incorporate changing regulations and procedures and ensure compliance 

Monitoring and Follow-up:

  • Maintain accurate and timely information and records in Bank systems Analyze pertinent reports and function-specific data/metrics to identify delinquencies, default, foreclosure and other non-performing accounts 
  • Provide courteous and timely follow-up to calls and correspondence. 
  • Monitor proceedings in accordance with bank policies and applicable state and federal laws and guidelines 
  • Maintain contact with past due customers throughout resolution process to ensure appropriate follow-through and resolution 

Risk Management 

  • Ensure compliance with government regulations, internal policies, procedures and guidelines for the purpose of audit and compliance 
  • Minimize losses by ensuring timely portfolio processing and effective decision making Stay abreast of where risk/impact resides. 
  • Make recommendations for reducing risk. 

Skills, Experiences, Knowledge

  • Proficient PC Skills including but not limited to Microsoft Excel, Word, Access, etc.
  • Working understanding of Consumer Collections and relevant function areas, including regulatory and consumer guidelines, pertinent documentation and initiatives (for example, property appraisals, Broker Price Opinions, Service Alignment Initiatives) 
  • Working knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area Familiarity with Auto Dialers and dialing platforms 
  • Excellent oral and written communication skills 
  • Strong interpersonal skills 
  • Strong customer service orientation (1-3 years)
  • Keen analytical skills
  • Attention to detail 

Nice-to-have skills/experiences

  • Negotiation and skip tracing skills
  • Previous Bank experience/product knowledge
  • Effectively deal with change and shifting priorities 
  • Strong and decisive problem solver 
  • Proven ability to work effectively in a fast paced and stressful environment 
  • Proven ability to multi-task, prioritize workload and meet deadlines 
  • Proficient knowledge of function-specific software and computer programs 
  • Ability to work independently


Recommended skills

Attention To Detail
Interpersonal Skills
Loss Mitigation
Self Motivation
Decision Making


About the company

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Call Center Collections Agent
Estimated Salary: $69K
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