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Truist RAC Collections Specialist I in Tempe, Arizona

Req ID: R0065737

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Regular or Temporary:


Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Service delinquent accounts according to the agreed upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide the perfect client service to all customers by being transparent, positive, and treating customers the way we want to be treated.


Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  1. Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept. Negotiate payment arrangements with customers to cure delinquency, evaluating ability and willingness to pay. Disclose all relevant account information to customers accurately, professionally, and in a positive manner.

  2. Provide a high level of customer service to customers and Teammates in support of our Perfect Client Experience (PCE) initiatives.

  3. Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.

  4. Execute on the established call scripts documented in training, policies, procedures and guidelines.

  5. Achieve acceptable call monitoring scores in each call category.

  6. Provide customers with payment arrangement options as well as renewals, due date, and extensions that best assist the customer according to policy procedure, and guidelines.

  7. Communicate regularly with the Collection Supervisor and Collection Team Leader pertaining to repossessions, potential loss, inquires, complaints, and other calls that require special handling.

  8. Accurately process payments, transactions, and account adjustment forms.

  9. Complete all required Computer Based Training (CBT) courses accurately and timely.

  10. Other Critical Tasks and Duties assigned.

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. High school diploma or equivalent education and related training or experience

  2. Good verbal and written communication skills

  3. Good decision-making and problem-solving skills

  4. Good time management/organizational skills

  5. Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint

  6. Ability to work in a team environment

  7. Ability to work flexible schedule, including overtime as needed

Preferred Qualifications:

  1. Previous customer service, collections, or sales experience

  2. Bilingual

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