Collections & Recovery Specialist II - Bilingual

  • Bank of America
  • 25 South St, Woodside, DE 19980
  • Full-Time
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Job Description:

The Collections & Recovery Specialist II works in the Collections and Recovery Operations environment and will handle routine outbound or inbound calls at any stage of delinquency, up to and including Pre-Charge off and the Recovery area. Primary responsibilities are collections, customer servicing, submitting extension requests and other loss mitigation and recovery activities. Contacts delinquent or high-risk customers in order to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts. In the recovery area, collectors will work with customer to establish full balance repayment plans or settlements. Works an established assigned list of accounts on an automated collections system and/or auto-dialer. This person solves more complex billing problems and inquiries. Has greater depth of understanding of collections and recovery organization, policies, procedures and systems, and negotiates more complex payment programs or arrangements with minimal guidance while staying within our compliance guidelines within Collections. The person must display team leadership, be an individual goal achiever but also understand, contribute to and be an advocate of the overall team goal, be adaptable to change, lead peers by example, be dependable, etc. Responsibility for the mitigation of losses. Generally more than one year of collections experience.

Required skills:

  • Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
  • Collections and Customer service experience, demonstrated commitment to providing quality customer service.
  • Proven history of dependability.
  • A working knowledge and ability to work effectively with Microsoft Office and other computer skills. Ability to navigate multiple computer systems while interacting with the customer.
  • Ability to work a flexible schedule to meet business needs.
  • Experience working in a team environment.
  • Ability to think critically and use good, sound judgment in decision making.
  • Self-motivated and goal-oriented.
  • Excellent verbal and written communication skills.
  • Ability to effectively handle difficult client issues.
  • Proficiency in dealing with customers issues in both a routine and complex environment.
  • Ability to multi-task and proven track record of working independently.
  • Ability to adapt quickly to changes in the environment.
  • Ability to complete business math calculations.

  • Bilingual Spanish Required

Desired skills:

  • College degree or commensurate work experience preferred.
  • 2-4 years of collections and customer service experience.
  • Inbound/Outbound call center experience.
  • Banking/financial services experience.
  • Knowledge of banking operations.

Flexible to work between 8AM - 8PM (w/ rotating Sat requirement)


1st shift (United States of America)

Hours Per Week:

Associated topics: account, account representative, accounts receivable, audit, balance, credit, debt, insurance, overdue, past due

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.