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Contact Center Specialist

Company: KeyBank
Location: Tonawanda
Posted on: May 6, 2020

Job Description:

Please note there may be more than one position available.
Work schedule is typically Monday - Thursday 12:00 p.m. - 9:00 p.m. and Friday 8:00 a.m. - 4:30 p.m. and approximately two Saturdays a month and additional hours as needed. Work schedule is subject to change based on business need.

ABOUT THE JOB (JOB BRIEF): In a financial services contact center, the Lead Specialist (Collections) will receive inbound and place outbound calls in regards to delinquent accounts in a fast paced environment.

ESSENTIAL JOB FUNCTIONS:
-Place/receive calls via the telephone as well as an automated dialer
-Negotiate payment arrangements to reduce delinquency
-Proactively identify settlements, re-ages, modification and extension opportunities
-Add, change, and delete information in multiple file screens within multiple collection systems
-Comply with all policies and procedures as outlined in operating instructions
-Serve as entry point for the identification, routing, and documentation of all pertinent collection support processes (I.E.: modifications, bankruptcy, skip-tracing, etc.)
-Meet minimum individual and departmental goals and service level agreements
-Adhere to Federal Regulatory requirements regarding debt collections

REQUIRED QUALIFICATIONS:
-Computer proficient
-Proven ability to stay focused in a continuous process flow and keep pace within work team
-Superior verbal and written communication skills
-One or more years of customer service or collections experience
-Availability to work Monday - Thursday 12:00 p.m. - 9:00 p.m. and Friday 8:00 a.m. - 4:30 p.m. and approximately two Saturdays a month and additional hours as needed.

PREFERRED QUALIFICATIONS:
-Bachelors Degree
-Familiarity with quality programs such as Six Sigma
-Experience with automated dialers and CACS/CAS

COMPETENCIES/SKILLS:
-Excellent interpersonal and motivation skills
-Demonstrated ability to handle change
-Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
-Ability to multi-task


FLSA STATUS:Non-Exempt

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

ManpowerGroup.Category: Customer Service, Keywords: Call Center Representative

Keywords: KeyBank, Tonawanda , Contact Center Specialist, Other , Tonawanda, New York

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