Credit Assistance Specialist 2nd Shift Greensboro NC

Credit Assistance Representative

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities, and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for providing credit assistance and solutions to our clients. Key responsibilities include handling primarily outbound calls for a single product at any stage of delinquency or risk, including pre-charge off, and recovery. Job expectations include leveraging problem solving competencies, sound judgement and decision making, and providing exceptional client service and empathy while meeting both the bank's and client needs.

Responsibilities

• Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit, and credit card accounts
• Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
• Determines the right solution for the client while staying within collections compliance guidelines
• Demonstrates empathy for the client's situation using ethical behavior that is consistent with the bank's code of conduct
• Achieves quality standards and meets key performance indicators
• Works an established list of accounts on an automated collections system, auto-dialer, or manual calling and helps mitigate losses

Required Qualifications

At least 1 year of customer service experience

Excellent verbal and written communication skills

Ability to work within the operating hours and days for this position as outlined in the posted job requisition

Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs

Must be proficient in dealing with customers issues in both a routine and complex environment

Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients

Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making

Desired Qualifications

College degree or commensurate work experience preferred

Credit Assistance and collections experience

Inbound / Outbound call center experience

Banking / financial services experience

Knowledge of banking operations

Skills

Minimum Education Requirement : High School Diploma / GED / Secondary School or equivalent

Shift : 2nd shift (United States of America)

Hours Per Week : 40