We are recruiting for a Client Escalations Representative for one of Sacramento’s top employers. Our client is a reputable and leading financial organization with corporate headquarters in Sacramento. In this role, you will communicate with clients regarding prompt resolution of delinquent accounts to minimize non-performing asset accounts and promote account retention. Pay: $28/hour.

The ideal candidate will have exceptional customer service, negotiation skills, call center and collections experience and thrive in a fast-paced work environment. Auto claims processing or auto finance experience is a plus.

RESPONSIBILITIES:

• Contact clients by phone demonstrating a high level of negotiation skills to generate acceptable and sometimes sophisticated re-payment plans that meet the needs of both the company and the client. 

• Negotiate with clients to resolve the delinquent status of accounts, discuss possible financial arrangements that would resolve temporary problems, inform them of potential legal actions, and suggest financial counseling, to arrive at suitable payment arrangements.  

• Possess a high level of knowledge in all department specialty areas such as negative shares, repossessions, suits, foreclosures, and bankruptcies. 

• Process repossession reinstatement and redemption requests.  

• Possess a thorough understanding of charge off accounts and the related expulsion process.  

• Maintain a thorough understanding of state, federal laws and regulations related to compliance including bank secrecy and anti-money laundering laws appropriate to the position.   

• Ability to thoroughly review and document account summaries on all actions taken, such as telephone conversations, alternative financial arrangements, and letters mailed to assess the need for escalated efforts.  

• Establish and maintain records relating to restricted delinquent and or negative accounts. Update the account files by indicating the date(s) payment(s) is/are received.  

• Maintain positive relations with all clients, departments, and branches discussing sensitive personal financial circumstances in a tactful manner.   

• Assist with escalated calls from members, branches and staff as needed. 

• Perform special tasks or projects as assigned.  

• Research and respond to inquiries from clients or other departments and branches on delinquent loans and account problems.  

• Monitor compliance of policies and Fair Debt Collection Practices.  

• Help in all areas of the Collection Department when needed.  

• Support department goals by meeting performance standards in all areas of the collection process.

QUALIFICATIONS:

• A High School diploma is required.

• Three or more years performing collection duties within a banking or financial institution.  

• Excellent customer service skills. 

• Call center experience is preferred. 

• Strong verbal and written communication skills.

• Experience with electronic banking equipment and VISA terminal.

• Knowledge of banking and collection rules, regulations, policies, and procedures.

• Ability to pass drug screen and background check.