Default Resolution Specialist (Private Division)

US-IL-Buffalo Grove
2 weeks ago
Job ID
Customer Service/Collections



Default Resolution Specialists are responsible for locating and notifying borrowers of their outstanding balance that is owed to the client, primarily through mail, telephone, or skip tracing sources (i.e. internet, 3rd party skip tools provided, 3rd party probing, leaving messages, following up on leads/hot accounts), in order to resolve their obligations using various client programs. In addition, they will perform the following activities on all client accounts assigned to FMS: (1) negotiate resolution of outstanding debt, (2) provide customer service in accordance to all client requirements, (3) skiptrace to locate borrowers, and (4) update records and document resolution activity on company systems.


Job Details:

  • This is a full-time, permanent position.
  • Pay is between $13.50 to $16.50 per hour, based on education and relevant collections experience.
  • Eligible to receive a monthly bonus based on production.
  • Benefits include the following:
    • Up to thirteen (13) days of Paid Time Off during your first year
    • Six (6) holidays and four (4) floating holidays per year
    • Employee health benefits (medical, dental, vision), 401K, STD/LTD, and life insurance
  • Based on assigned team, weekly schedule will be one of the following:
    • Monday & Tuesday, 8am - 5pm
      Wednesday & Thursday, 12pm - 9pm
      Friday, 8am - 5pm
    • OR Monday & Tuesday, 12pm - 9pm
      Wednesday & Thursday, 8am - 5pm
      Friday, 8am - 5pm


  • Contact borrowers by telephone to negotiate payment in full or best qualifying program to resolve delinquent accounts.
  • Locate and notify borrowers of delinquent accounts by mail or telephone.
  • Record and update account activity including borrowers' financial status, demographics, and collection efforts associated with resolving their accounts.
  • Perform various administrative functions for assigned accounts such as the recording of address changes and contact numbers.
  • Attain all Key Performance Indicators (KPI's) and monthly performance goals as determined by Management.
  • Adhere to all client standards and all FMS' guidelines and policies.
  • Perform other duties as assigned by the Default Resolution Unit Manager.


Experience and Education Requirements:

  • Minimum of High School Diploma or GED
  • Two (2) years of recent call center, collections, or customer service experience



  • Able to interact and communicate effectively with borrowers and 3rd parties in a professional manner.
  • Able to solve complex problems and provide solutions in communicating with borrowers.
  • Able to be firm and persuasive while speaking to borrowers over the phone.
  • Able to work independently and handle multiple tasks while maintaining personal work standards.
  • Able to work in a team environment.


Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Working conditions are normal for an office environment.
  • Must work a minimum of 40 hours per week consisting of 2 late nights per week. Default Resolution Specialists may work other schedule requirements based upon the need of the department or may change based on management's discretion.


Terms and Conditions:

  • Posting end date for this job is subject to change based on the discretion of the hiring manager.
  • This position is open to both external and internal candidates.
    • Current employees must follow the internal process in order to apply for this position. Deviations from the process may disqualify your application. Please contact Recruiting for more information.


Background Requirements:

  • Drug Test
  • Criminal Background
  • No Defaulted Student Loans
  • Education Verification
  • Professional References Required



FMS is an Equal Opportunity/Affirmative Action Employer


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