Bank of America Careers – Credit Assistance Specialist

Job Description:

The Credit Assistance Specialist is a critical role that focuses on providing solutions to customer credit assistance needs. The role is performed in an operational environment and handles outbound or inbound calls at any stage of delinquency, including Pre-Charge off and Recovery.

Job Responsibilities:

• Work with customer in a positive and professional manner to establish full balance repayment plans or settlements
• Negotiation of repayment plans on outstanding debt that benefit both the client and lender
• Demonstrate empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
• Read disclosures verbatim each time they are needed
• Outreach to delinquent or high-risk customers to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts
• Meet key performance indicators as outlined by management, achieve capture rate and complaint documentation standards each month
• Solve complex billing problems and inquiries, and negotiate complex payment programs or arrangements while staying within collections compliance guidelines
• Provide consumer credit assistance, including submission of extension requests and other recovery activities

Job Requirements:

• Must be proficient in dealing with customers issues in both a routine and complex environment
• Excellent verbal and written communication skills
• Must have a commitment to exceptional customer service, including the ability to be empathetic and meet client needs
• At least 1 year of customer service experience or commensurate work, training, degree and/or military experience
• Must demonstrate negotiation and persuasion skills, and the ability to communicate and negotiate with a variety of customers and clients
• Must have the ability to navigate multiple computer systems while interacting with the customer, as well as the ability to think critically and use sound judgment in decision making
• Ability to work within the operating hours and days for this position as outlined in the posted job requisition

Job Details:

Company: Bank of America

Vacancy Type: Full Time

Job Location: Phoenix, AZ, US

Application Deadline: N/A

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