Collections Resolution Specialist (Hybrid schedules in Raleigh, NC)

30385 100 East Tryon Road Raleigh, North Carolina BUSINESS/RETAIL RESOLUTIO Monday - Friday 08/25/2025 Job Description Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, NC. This position is responsible for the collection of past due payments on various retail or consumer account types by phone, while upholding the Bank's high standards for the client experience. Probes with fact-finding questions to ensure a complete understanding of client's reason for delinquency, and works with client to establish payment arrangements or prescribe other treatments with the goal of bringing the account current. This position is considered a first line of defense and expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank. Responsibilities Resolution Support - Contacts past due clients to collect payments. Applies the appropriate treatment to resolve delinquency, and serves as a liaison between branch and clients. Client Service - Establishes a rapport with clients throughout work activities. Delivers the best client experience while maintaining high standards of professionalism and call quality. Operational Support - Documents accounts, utilizes the correct system coding, and submits account maintenance with accuracy. Procedural - Maintains a strong knowledge of Bank policies while navigating multiple systems to ensure procedures and applicable regulations are followed at all times. Qualifications High School Diploma or GED and 2 years of experience in Collections, Customer Service, or Financial services. Preferred Education: Bachelor's degree Skill(s): Effective communication skills to include active listening, empathy, Ability to negotiate and collect, Ability to type and talk and work in multiple systems simultaneously, Level of attention to detail and accuracy including written skills 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. First Citizens Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles), color, religion, national origin, sex, age, disability, protected veteran status, sexual orientation, gender identity, genetic information, military membership, application, or obligation, or any other legally protected status. Section 19 of the Federal Deposit Insurance Act prohibits First Citizens Bank from employing individuals convicted of certain criminal offenses. Offers of employment will be contingent upon a satisfactory background check. The Bank is committed to maintaining a safe workplace free from the influence of prohibited drugs and the misuse of alcohol and will not tolerate any prohibited drug use or alcohol misuse that jeopardizes the safety of associates, customers or others at the workplace, or threatens the Bank’s operations or competitiveness. If you have a disability and need special assistance or accommodation to apply for employment at First Citizens Bank, please contact our Human Resources department at 888.716.7199 or email us at hrsc@firstcitizens.com.