Collections Operations Specialist II (Hybrid)

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office in Danville, VA. This is an onsite position during the training period and will then shift to a hybrid schedule of 3 days onsite/2 days remote once training is completed.

This position provides advanced operational support for a business unit in the execution of daily activities. Facilitates processes and associate workflow while ensuring compliance with all applicable regulations and policies. Maintains records or systems crucial for business operations. Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. May guide less experienced specialists on the team through knowledge in the area of work.

• Service - Answers inbound communications to service accounts, fulfill requests, or address issues. Determines target needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.
• Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
• Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests. May offer guidance and direction to less experienced specialists through knowledge in area of work.

High School Diploma or GED and 2 years of experience in Financial Services or Operations Support

Preferred Skills:

• Superior communication and multi-tasking skills, with the ability to positively interact with multiple internal and external clients and customers
• Superior time management skills and ability to adjust to changing demands
• Assertiveness and negotiations skills
• Ability to ask pertinent, probing questions to determine real reasons for non-payment
• Ability to work in a fast-paced business environment with heavy customer/client contact
• Proficiency in Microsoft Word, Excel, and Outlook

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

#LI-Hybrid