Contact Center MONTERREY

The Collections Specialist 4 performs moderately complex and varied assignments. Most of the impact is related to quality of execution. Works with limited supervision. May service an expansive array of products/services. Demonstrates technical/administrative expertise. Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards. The technical procedures for this level are well defined. Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function. Exchanges moderately complex information with others. There may be occasional handling of awkward contacts. Basic knowledge of the organization and its policies required. Applies research, information gathering and analysis skills to factual information. Applies judgment based on practice and precedence. Selects the best course of action from a broad array of defined options, understanding the consequences of each.

Responsibilities:

• Performs Collections Specialist 3 duties plus: Uses advanced negotiation skills to resolve escalated calls. Coaches trains lower level Collectors and new team members. Prioritizes workflow to help identify process improvements. Interprets procedures instructions by choosing among alternatives to resolve problems. Works under limited supervision. May support an expansive array of products services. Demonstrates technical administrative expertise. Applies specialized functional area skills and basic knowledge including underlying professional technical principles or standards, which are well defined. Understands how duties relate with others in the team unit and how the unit integrates with others in accomplishing the work of the function.
• Uses advanced negotiation skills to resolve High Risk calls.
• Coaches/trains lower level Collectors and new team members.
• Prioritizes workflow to help identify process improvements.
• Interprets procedures/ instructions by choosing among alternatives to resolve problems.
• Works under limited supervision. May support an expansive array of products/services.
• Demonstrates technical/administrative expertise.
• Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards, which are well defined.
• Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• previous Collections experience preferred
• work under pressure Decision making Problem solving Negotiation
• Prior work experience would provide a basic knowledge activities, policies, and procedures of the work area
• 1-3 years experience

Education:

• High School diploma or equivalent

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