Collector 1
Depew (Erie County) Sales
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 one year proven telephone customer service or equivalent.
· Call center experience preferred but not required.
· Minimum of a high school diploma or equivalent.
· Proven communications, negotiations, organizational, analytical and decision-making skills.
· Computer proficiency. Ability to multi-task between multiple computer programs
EEO/AA/Minorities/Women/Disability/Veterans