Credit Service Specialist

TEKsystems
$19.00 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Ohio, Akron
Feb 26, 2025
Description The Credit Service team at Huntington is an auto installment loan specific collections area focuses on assisting borrowers stay current or become current on their auto loan. Calls will be a mix of inbound and outbound calls where the primary focus is assisting the customer to the best of their ability on the first call. Once cross trained on all areas they will be assisting on all installment loan delinquent products - assisting customers through their financial difficulties by asking questions, listening, and offering solutions. Calls could be anywhere from 5 minutes to 30+ minutes depending on what the customer is needing assistance with and how complex their situation is. The department will occasionally leave voicemails on outbound calls. Training will be about 1 month (4-6 weeks) - this will be a few days of "classroom" style training and then 1 on 1 training with a top performer/trainer of the team. Training will be 8-5 or 9-6 most likely and then they will transition to their permanent shift. Training will include: -Nesting/teaching -Online/modules -Shadowing and hands on learning -Training with AI to on mock phone calls/responses This department is open 8am-7pm Monday-Friday and 8am-1pm on Saturdays. Each employee will be assigned a set shift across those hours. The department is technically open until 11pm but they use offshore resources to cover 7pm-11pm. Each employee should plan work at least 1 or 2 Saturdays/month 8am to 1pm and flex the time during the week - The business is typically able to accommodate some flexibility on what day they want to flex but would usually be Tuesday-Thursday. Saturdays can always be worked from home. Job Duties: Establish and maintain files relating to collection activities Use skip tracing to locate delinquent customers Recommend action for management decisions in dealing with repossessions, litigation action and/or foreclosure Arrange for appropriate bank and/or legal action based on account analysis and as directed by management Other duties as assigned Qualifications: 2+ years customer service, retail, or collections experience on a dialer system Passion for helping customers in tough situations / sympathetic demeanor Excellent verbal communication Eagerness to learn and be cross-trained Ability to understand and navigate complex processes Self motivated and ability to work autonomously Key Metrics this team is measured against: Dialer metric/ "after call" -After a customer hangs up, how much time spent in between phone calls -Time spent in between calls is for document the call/information Break time -The time you are clocked out -Everyone gets a 60 min lunch, two 15 minute breaks, and allotted 13 additional minutes for restroom, clearing head, stepping away, etc. -Anything exceeding the allotted time will become an issue Quality -How well are the phone calls being handled -Independent QA team reviews 10 calls/month on each employee (85%+ is passing) Close ratio/promise to pay set up and kept percentage - 10% -How many payments are they taking over the phone/promise to pay No set metrics around call volume -If someone is taking way less calls compared to the rest of the team, they will be coached Skills* microsoft excel, collections customer service, dialer system, collections service, Microsoft office, banking, loan servicing, windows, banking customer service, banking collections Top Skills Details microsoft excel,collections customer service,dialer system,collections service Additional Skills & Qualifications MUST: 2+ years customer service, retail, or collections experience on a dialer system Proven ability to stay in a role for 2+ years (confirmed via reference) Passion for helping customers in tough situations / sympathetic demeanor Excellent verbal communication Eagerness to learn and be cross-trained Ability to understand and navigate complex processes Self motivated and ability to work autonomously Reliable home internet and a dedicated work space High School diploma / GED PLUS: Knowledge of CAS, RMS, FDR, or HOGAN systems Working knowledge of consumer and collection law Higher Education Experience Level Intermediate Level Pay and Benefits The pay range for this position is $19.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Akron,OH. Application Deadline This position is anticipated to close on Mar 7, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.