Collections Specialist

Job description

Communicates with early to late stage (pre-charge off) customers whose accounts are delinquent to negotiate payments to cure delinquency.

Customers / Stakeholders
· Communicate with customers whose accounts are delinquent and/or over-limit to obtain payments. Contact customer by telephone or form letter to adjust, bring current or collect the accounts. Refer unusual situations to higher management
Operational Effectiveness & Control
· Respond to written and/or electronic correspondence from current or delinquent customers that communicate financial difficulties. Review and analyze financial situations and arrange repayment programs within procedural criteria. Adjust fees in accordance with Company policy
· Maintain documentation of all customer contact and location information via on-line collection system; contact creditors, employers and public sources of information to obtain customer location to collect delinquent accounts
· Confer with customer to determine reason for delinquency. Take appropriate action including canceling credit privileges of customers violating purchase and pay agreements, within established authority
Management of Risk
· Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
· Promote an environment that supports diversity and reflects the HSBC brand
Observation of Internal Controls
· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators

Desired profile

Qualifications :

·  Minimum of one year's proven telephone customer service experience or equivalent
·  Minimum of a high school diploma or equivalent
·  Proven communications, negotiations, organizational, analytical and decision-making skills
·  Knowledge of regulations affecting collections activities
·  Must be able to work one of the following shifts:
·  Tuesday – Saturday 7:45 am – 4:15 pm
·  Sunday – Thursday 7:45 am – 4:15 pm
·  Sunday – Thursday PM Sunday, 8:45 am – 5:15 pm, Monday, 8:30 am – 5:00 pm, Tuesday – Thursday 12:30pm – 9:00 pm
·  Tuesday – Saturday PM Tuesday – Thursday 12:30 pm – 9:00 pm, Friday, 8:30 am – 5:00 pm, Saturday, 7:45 am – 4:15 pm
EEO/AA/Minorities/Women/Disability/Veterans