About this role
Truist is a financial services company seeking a RAC Collections Specialist. The role involves collecting delinquent accounts while providing exceptional client service and adhering to established policies, procedures, and guidelines.
Responsibilities:
- 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
- Provide Clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training
- Disclose all relevant account information to Clients accurately, professionally, and in a positive manner
- Manage client communications and provide accurate account detail and information with an elevated level of professionalism and integrity, while following all required compliance and quality expectations
- Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)
- 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
- Execute on the established call scripts documented in training, policies, procedures, and guidelines
- Achieve acceptable call monitoring scores in each call category
- Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquiries, complaints, and other calls that require special handling
- Accurately process payments, transactions, and workflows
- Complete all required Computer Based Training (CBT) courses accurately and timely