.The Collections Specialist 5 performs relatively complex assignments with direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision and may service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others, and may recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information and is sensitive to audience diversity. Basic knowledge of the organization, its business, and policies is required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess the applicability of similar experiences and evaluate options under circumstances not covered by procedures.Responsibilities:Performs Collection Specialist 3 duties plus the following: Uses advanced negotiation skills to resolve escalated calls, coaches less experienced collectors, prioritizes workflow, and identifies process improvements by applying technical principles and techniques.Interprets procedures and instructions to choose among alternatives to seek resolution.May support an expansive and/or diverse array of products/services.Applies working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives.Impacts the business by ensuring the quality of the tasks or services provided.Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function.Carry out collections management to the client portfolio with outstanding balance in order to regularize the client's debt and mitigate the risk from old credits.Offer the client all the information regarding their credit and debt via telephone to make effective collection management while maintaining the required quality standards.Update the data of unlocatable customers in arrears through the CACS system, verifying their information and data history to locate them for collection management.Orient the client according to their requirements and needs to other areas: Customer Services, retention, Citiphone.Comply with the strategies designed for Front End.Contribute to the monthly productivity standards of the Business.Comply with monthly efficiency goals in buckets.Identify inconsistencies in the Collections systems that affect the products of the clients