An Account Resolution Agent will play a crucial role in managing and resolving early-stage delinquent accounts. This position requires excellent communication skills, a strong understanding of customer behavior, and the ability to negotiate effectively. The successful candidate will be responsible for reviewing and analyzing accounts, engaging clients to resolve outstanding issues, and ensuring that accounts are managed in accordance with company policies and regulatory requirements.
You will
- Review and analyze delinquent accounts to determine the best course of action for resolution.
- Contact clients via phone and email to discuss their accounts and provide solutions for repayment and long term goals.
- Negotiate repayment plans with clients in a professional and empathetic manner.
- Document all interactions and agreements with clients in the company’s system accurately and promptly.
- Monitor accounts to ensure compliance with agreed-upon payment plans.
- Collaborate with internal departments, such as Customer Service and Special Handling, to resolve complex account issues.
- Maintain up-to-date knowledge of company policies, procedures, and regulatory requirements related to account resolution.
- Provide excellent customer service and support to clients throughout the resolution process.
- Identify and escalate unresolved issues to the Operations Manager when necessary.
- Participate in team meetings and training sessions to stay informed about industry trends and updates.
You have
- High school diploma or equivalent; Associate’s or Bachelor’s degree in related field is preferred.
- Minimum of 2 years experience in account resolution, collections, or a related role within financial services.
- Strong understanding of financial products, services, and regulations.
- Excellent verbal and written communication skills.
- Ability to negotiate and resolve conflicts effectively.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Office Suite and experience with CRM software.
- High level of integrity and commitment to maintaining client confidentiality.
- Ability to work independently and as part of a team in a fast-paced environment.
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