What are the responsibilities and job description for the Recovery Specialist position at GrandBrands (Grand Furniture & Ashley Furniture Southeastern VA)?
As a Recovery Specialist, you’ll play a key role in rebuilding connections with past customers whose accounts have been charged off. You’ll use strong communication skills, good judgment, and legal process awareness to create win-win solutions that benefit both the customer and the company.
What You'll Do:
- Reconnect with customers to reestablish relationships and offer realistic payment options
- Negotiate payment arrangements that bring accounts current or pay off balances
- Identify accounts eligible for legal action and initiate next steps
- Use critical thinking to resolve customer concerns or escalate when needed
- Balance empathy and assertiveness over the phone with a professional, positive tone
- Document interactions and outcomes accurately using internal systems
- Work collaboratively with legal and collections teams to meet recovery goals
Qualifications:
- 2 years of experience in collections, customer service, or call center roles
- Strong communication and negotiation skills
- Ability to make thoughtful decisions that align with business needs
- Comfort working in Microsoft Office and internal systems
- A high level of integrity, professionalism, and attention to detail
- College degree preferred
You'll be a good fit if you:
- Enjoy solving problems and helping people
- Are confident and professional on the phone
- Stay calm under pressure and know when to escalate
- Thrive in fast-paced, goal-driven environments
- Understand the value of respect, connection, and second chances
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k,)
- Life Insurance
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Employee Discount
- Employee Assistance Program