What are the responsibilities and job description for the ART Collections Specialist position at CardWorks Servicing LLC?
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What We Do
At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.
Who We Are
CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.
CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.
Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.
Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.
Position Summary:
A Collections Specialist on the Account Restructure Team (ART), processes consumer loan accounts according to established guidelines and procedures for special circumstance situations. Specialists may work in a phone-based role, handling inbound and outbound customer calls, or in an off-phone processing role, working strictly on OnBase to review, index, and process correspondence and required documentation. Assignments may vary based on business needs but remain aligned to defined workflows and procedures.
Essential Functions:
- Reviews, indexes, and processes account‑related correspondence in OnBase, ensuring accurate categorization and routing.
- Completes assigned workflow queues and exception reports related specifically to OnBase processes.
- Identifies required account actions based on documentation received and updates systems in accordance with client policies and regulatory requirements.
- Ensures timely completion of all assigned cases while maintaining accuracy and adherence to established SLAs.
Responsibilities:
- Applies knowledge of client policies and procedures to complete accurate account maintenance.
- Documents all account actions clearly and thoroughly in required systems.
- Remains current on regulatory requirements, including their impact on credit bureau reporting for special circumstances.
- Performs other duties as assigned.
Education and Experience:
- High school diploma or equivalent required.
- One (1) year of Customer Service, or Collections experience, or equivalent experience in processing, data review, or document workflow highly desired.
- Experience with First Data Resources (FDR), OnBase, Evolve or related platforms preferred.
Summary of Qualifications:
- Keyboarding proficiency
- Familiarity with Windows based computer applications
- Skilled in negotiating, including the ability to persuade and modify opinions to reach goals
- Ability to work under pressure; flexibility and willingness to work at a rapid pace
- Thorough knowledge of FDR products
- Effective planning, organizational, time management and problem solving skills
- Effectively 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 functions
- Ability to multi-task is essential
Work Environment/Physical Demands:
- Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
- Travel is generally not required
- This position reports to an assigned Team Leader and supervises no one
This role will be fully remote. This role can also be hybrid/onsite for one of the following locations: Pittsburgh, PA, Woodbury, NY, Lake Mary, FL, Orlando, FL.
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Our Employee Value Proposition
- Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
- Benefits Package -Medical, Dental, and Vision (plus much more)
- 401(k) Plan with Company Match
- Short- & Long-Term Disability
- Wellness Programs
- Group Life and AD&D Insurance
- Paid Vacation, Sick Days and bank Holidays
- Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable laws.