First Party Recovery Collections Specialist

KeyBank is a financial institution seeking a First-Party Recovery Collections Specialist responsible for managing and recovering delinquent accounts. The role involves contacting customers to resolve past-due balances, negotiating payment arrangements, and ensuring compliance with banking regulations and internal policies. 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 Skills High school diploma or equivalent is required Minimum 1 year of experience in a customer service/collections call center is 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 lunches 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 Company Overview At KeyBank we’ve made a promise to our clients that they will always have a champion in us. It was founded in 1849, and is headquartered in Cleveland , Ohio, US, with a workforce of 10001+ employees. Its website is