First Party Recovery Collections Specialist

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.
• Minimum Qualifications & Requirements
• 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
• This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.
• COMPENSATION AND BENEFITS
• Please click here for a list of benefits for which this position is eligible.
• Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.
• Job Posting Expiration Date: 07/15/2026
• Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.
• #LI-Hybrid

Benefits

Additional Information

Location: 4910 Tiedeman Road, Brooklyn Ohio Training Schedule & Location : Training is conducted the 1st three weeks of employment. 100% on-site Monday - Friday 8am - 5pm ET Schedule & Shift after Training: Required in-office 2 days per week on Wednesday & Thursday Monday - Thursday: 12:30pm - 9:00pm ET Friday: 8:00am - 4:30pm ET Every Other Saturday: 4 hours between 8:00am and 2:00pm ET All equipment is provided. Job Summary First-Party Recovery Collector is responsible for managing and recovering delinquent accounts that are still owned by the bank. This role involves contacting customers to resolve past-due balances, negotiating payment arrangements, and ensuring compliance with banking regulations and internal policies. The ideal candidate will demonstrate strong communication skills, empathy, and a commitment to helping customers find solutions to resolve their financial obligations. Individuals will spend 90% of their day on the phone with our customers trying to negotiate a payment or enter into a settlement agreement. The other 10% is documenting calls and training/meetings.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at KeyBank? Share your experience