Job Description

We are not your typical Collections team!

At KeyBank, we pride ourselves on being client advisors. We appreciate our business clients, and our team excels at offering professional and courteous service to them.

KeyBank offers you the ability to see career path advancement, on-the-job training, and a variety of benefits, including medical, dental, 401K and more.

Our Late-Stage Collections Specialists engage with business clients via phone to resolve account delinquencies, provide professional guidance, and offer solutions-oriented service.

This is an entry-level opportunity within a team of early talent and seasoned professionals. There is a lot to learn to expand your professional skill set. Success and room for growth require that all team members are open to development through ongoing and regular coaching and feedback.

Training Schedule & Location :

Two weeks of training. 100% on-site Monday – Friday 8:30 am – 5:30 pm ET

Schedule & Shift after Training:

• Required in-office 2 days per week on Wednesday & Friday
• Monday – Thursday: 12:30 pm - 9:00 pm ET
• Friday: 8:00 am - 4:30 pm ET
• Saturday: 4 hours between 8:00 am and 2:00 pm 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.

Key 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 required
• Minimum 1 year of experience in collections, customer service, or banking 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 lunche,s 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

Working at Key is an opportunity to join a company committed to your success and the success of the clients and communities we serve. We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.

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