First Party Recovery Collections Specialist

KeyBank is a national association that is seeking a First Party Recovery Collections Specialist. This role is responsible for managing and recovering delinquent accounts owned by the bank, which involves contacting customers, negotiating payment arrangements, and ensuring compliance with banking regulations.

Responsibilities

• Contact customers via phone, email, and written correspondence to collect on delinquent accounts
• Negotiate payment plans and settlements in accordance with bank policies
• Document all collection activities accurately in the bank’s systems
• Educate customers on account status, payment options, and consequences of non-payment
• Collaborate with internal departments (e.g., customer service, fraud, escalations) to resolve account issues
• Monitor and follow up on payment arrangements to ensure compliance
• Maintain knowledge of federal and state collection laws, including FDCPA and other applicable regulations
• Meet or exceed monthly recovery targets and performance metrics
• Handle sensitive customer information with confidentiality and professionalism

Skills

• High school diploma or equivalent is required
• Minimum 1 year of experience in a customer service/collections call center is required
• Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt
• Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled
• Ability to work in a fast-paced, goal-driven environment
• Proficiency in Microsoft Office and collection software systems is a plus
• Knowledge of banking regulations and recovery practices is a plus

Company Overview