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Senior Collections Specialist – Discover

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Job Description:

We know you’re going to love it here! Discover has an outstanding culture and the employee experience is fantastic!
 

Our next classes start in October of 2023.
 

We’ve got you covered with a variety of shifts. We are currently hiring for schedules with start times that range between the following hours:
•    
 2:30pm EST (Ohio)
•    
 12:30pm MDT/MST (Utah)
•     
11:30am MST (Arizona)
 

Note: Shifts are Monday-Friday with weekends as assigned.

 

What You’ll Do

  • Under broad supervision, responsible for collecting delinquent credit card accounts through varying channels (outbound, inbound, assigned queues and chat sessions).

  • Minimizes losses to the company by determining the best method or tool to collect on delinquent accounts.

  • Utilizes professional and persuasive communications to keep the goodwill of customers.

  • Responsible for leaving professional and urgent messages in an attempt to get the customer to call back.

  • Uses multi-tasking skills to handle back-to-back calls in a fast-paced call center environment.

  • Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

  • If working from home, you will need a quiet workspace so you can focus on our customers. You’ll also need a minimum of 100 MBPS download/10 MBPS upload speed from your internet provider. A wired connection is required. 

  • We’ll provide you with all the equipment you need! Monitors, laptop, keyboard, mouse, headset, and an amazing new hire training experience. You’ll also have the best coaches to help you deliver the best service!

 

How You’ll Do It

  • Reviews past due accounts and calls customer to arrange an acceptable payment program for accounts from which sufficient funds cannot be collected.

  • Builds rapport with the cardmembers and works with customers to secure repayment on delinquent accounts. Reviews credit and other available information on delinquent accounts, evaluate prospects for collection of delinquent amount.

  • Ensures compliance with company policies and procedures.

  • Handles difficult collection calls as determined by center management. 

 

Qualifications You’ll Need

 

The Basics 

  • H.S. Diploma or GED

  • 1+ years Collection

  • 1+ years Working-level experience in collections, customer service, detail orientation, professionalism, verbal communication, influencing, negotiation, compliance, and system/computer fluency

Bonus Points If You Have

  • 2+ years Collections

  • 1+ years Working-level experience in decision making and problem solving  

 

A credit screening may be required for some roles within Discover Home Lending.

 

Compensation:

The base pay for this position generally ranges between $20.50 to $25.92. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.