Credit Assistance Specialist I, English, Newark, DE

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
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:

• Minimum of one 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
• Commitment to exceptional customer service, including the ability to be empathetic and meet client needs
• Proficient in dealing with customer issues in both a routine and complex environment
• Demonstrated negotiation and persuasion skills and the ability to communicate and negotiate with a variety of customers and clients
• 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​​​

Training (mandatory attendance/8weeks): Monday-Friday: 8:00am-5:00pm

Scheduled Work Hours (following training): Monday-Thursday: 12:00pm-9:00pm; Friday: 11:00am-8:00pm

Desired Qualifications:

• Bachelor’s Degree in related field or equivalent work experience
• Credit assistance and collections experience
• Inbound/outbound call center experience
• Banking/financial services experience
• Knowledge of banking operations

Skills:

• Active Listening
• Attention to Detail
• Client Solutions Advisory
• Oral Communications
• Account Management
• Adaptability
• Collaboration
• Data Collection and Entry
• Interpret Relevant Laws, Rules, and Regulations
• Liquidity Management

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

Shift:

Hours Per Week: