Vantiv Customer Service/Collections Specialist in Cincinnati, Ohio
GENERAL FUNCTION : Provide support for Financial Institution clients in Collection efforts on past due consumer and business credit cards. Responsibilities include front end-early stage collections, and full service collections from initial entry to charge off. Efforts consist of inbound and outbound calling to past due customers, written correspondence, back end collections-skip trace, specialty processing (bankruptcy, deceased, cease & desist), and hardship plan processing. With strong emphasis on customer service, negotiate payment arrangements with customers to satisfy past due payments. Maintains account database by entering, updating, and retrieving data needed to service account. Assists customers and clients in resolution of outstanding statement problems from past due accounts.
DUTIES AND RESPONSIBILITIES:
Responsibilities include the following. Other duties may be assigned, at the discretion of management.*
Collections: Contact delinquent and overlimit cardholders to resolve/reduce past due status, resolve problems, and reduce account balances below the approved credit limit according to FDCPA regulations. Follow departmental and company policies and procedures.o Utilize all approved collection strategies and programs (i.e. reage, reinstatement, payment plan, etc.) for payment on delinquent and overlimit accounts. Maintain accurate and complete documentation on customer accounts, client correspondences files, and adhere to established follow-up procedures. Be familiar with the host system, phone system, contact manager, dialer, and other computer programs for use on a daily basis to accomplish job responsibilities and objectives. Meet and maintain job requirements, performance standards, and Quality Assurance goals set by management. Adhere to established client empowerment guidelines.*
Outbound Servicing: Tele-services as requested by the client (i.e. welcoming calls, client surveys, account verification, etc.). Adhere to all non-collections specific requirements outlined above.
SUPERVISORY RESPONSIBILITIES : None
KNOWLEDGE & SKILLS REQUIRED:
High school diploma or general education degree (GED).
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to communicate effectively with individuals in a service oriented environment.
Ability to calculate figures and amounts such as proportions and percentages. Ability to apply concepts of basic algebra.
Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
OTHER SKILLS AND ABILITIES :
Six-months customer-related contact desired. Industry knowledge and experience is helpful.
Satisfactory keyboarding and problem-solving skills needed, with an attention to detail. The ability to communicate effectively with delinquent cardholders, client personnel and other CMC personnel.
Experience with PC programs (Windows based, Excel, Word) helpful