Position Summary:An Associate on the Account Restructure Team (ART), processes consumer loan accounts according to established guidelines and procedures for special circumstance situations. This team is comprised of agents who have shared and individual responsibilities. Depending on the focus, responsibilities may include reviewing correspondence and reports to determine necessary account actions and/or handling inbound phone calls from cardholders and representatives. In addition, some agents may be responsible for working exception reports related to ART related processes. Essential Functions:Handles inbound and outbound calls and correspondence relating to consumer accounts, including but not limited to, bankruptcy, deceased cardholder, settlements, special programs and (CCCS) consumer credit counseling correspondenceApplies knowledge of each client’s policies and procedures for account maintenanceInteracts with internal and external customers i.e. clients, NY, Utah, attorneys, CCCS and credit bureausFollows all (FDCPA) Fair Debt Collections Practices Act guidelinesRemains up to date on regulatory requirements including, but not limited to their impact on Credit Bureau Reporting for special circumstancesPerforms other duties as assigned Education and Experience:High school diploma or equivalent education required One (1) year inbound and or outbound telephone experience in a customer service or collections environment is highly desirableExperience with First Data Resources (FDR), Evolve or related platforms preferred Summary of Qualifications: Keyboarding proficiencyFamiliarity with Windows based computer applicationsSkilled in negotiating, including the ability to persuade and modify opinions to reach goalsAbility to work under pressure; flexibility and willingness to work at a rapid paceThorough knowledge of FDR productsEffective planning, organizational, time management and problem solving skillsEffectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with the essential job functionsAbility to multi-task is essential