October 18th 2023

The Collections Resolution Associate is a self-motivated, reliable negotiation expert who cares for our customers as well as our company.  The associate takes incoming calls and is responsible for securing payment on accounts. As a critical and essential part of the job, the Collections Resolution Associate must be adaptable, assertive, dependable and persistent in order to successfully negotiate payment arrangements on delinquent accounts.  The Associate is responsible for securing payment arrangements with customers by phone and bringing delinquent accounts current.  They are required to meet established goals to ensure success in helping our customers resolve their delinquency while adhering to call quality and productivity measures.

Job Description

Essential Job Functions

Negotiation– Secure payment arrangements with customers and bring all of their delinquent accounts current by determining which payment method works best for the cardholder and clients. Provide resolution to higher stage delinquent accounts to include providing hardship and settlement options. This includes research and appropriate handling of all customer’s accounts with Bread Financial, which may have different divisions.

Documentation and Technology– Update and document account information and records, identify, resolve, and escalate any customer concerns in a timely manner, and respond to/redirect calls as appropriate.

Customer Experience– Identify, resolve, and escalate any customer concerns in a timely manner, and respond to/redirect calls as appropriate. Answer customer service-related questions and de-escalate customers’ calls in response to collection calls or letters. Conducts research and provides resolution to higher stage delinquent accounts that include providing hardship and settlement options.

Performance Standards-Meet established goals to ensure success in helping customers resolve their delinquency including call quality, account documentation, and productivity measures. Actively participants in coaching sessions with leader to improve/maintain performance standards. Open communication with leader.

Reports to: Supervisor

Working Conditions/ Physical Requirements:

Work from home office; Travel to care center site as needed (if applicable). Job requires sitting the majority of workday. Schedule flexibility to work 40 hours per week including days, evenings and weekends.
Workspace Environment- A dedicated workspace that is able to simulate an office environment. The room should provide an area that separates you from others while working.
Equipment- Bread Financial will provide you with the equipment to work from home. This equipment is able to be used for work purposes only.
Internet/Phone- Bread Financial requires W@H associates to have internet access in order to perform the responsibilities of their role remotely. At a minimum, associates working from home are required to have Cable or Fiber Residential Broadband Internet Service at the following minimum speeds: 25Mbps Download / 5Mbps Upload. This access enables the W@H associate to connect to information and other resources within Bread Financial. Satellite, DSL, Cellular (i.e. 4G and 5G), Microwave, and other types of connectivity are not permitted for use due to their limited speeds and/or less stable connectivity. Additionally, a wired ethernet connection is required.
Location- Although this position is considered work at home, the candidate must reside within the same state or 60 miles from their current physical Bread Financial location or hub.

Direct Reports: None

Minimum Qualifications:

High school diploma or GED or equivalent education

Must be able to work schedule with varying shifts and 1 weekend day

Able to attend full training 12/4/23-12/29/23 Monday-Friday 10am-6:30p EST

Preferred Qualifications:

Previous Collections and/or sales experience. Previous customer service experience

This position will be eligible to participate in a Collection Incentive Plan.

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Pay Range:

$18.00 – $24.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Full-time hourly associates receive two grants of Paid Time Off (“PTO”) in January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year. Hourly associates receive 72 hours of Paid Sick Leave per calendar year and pro-rated in the associate’s first year of employment.

Hired associates will be able to elect to purchase company stock during offering periods in June and December.