Collections Specialist I

About This Role

As a Collections Specialist, you will empower consumers to navigate the repayment process with dignity and clarity. Joining our team to drive impactful account resolution, your critical goal is to deliver empathetic, high-quality support while guiding customers toward realistic financial solutions through various communication channels, including email messaging, inbound call handling, and outbound dialing.

We are hiring for our class starting on September 21 with a schedule of Monday through Friday, 9:30 a.m.- 6 p.m.

What You'll Do:

• Own the Customer Journey: Engage consumers and authorized third parties across inbound and outbound dialing, email messaging, and other supported channels to answer account inquiries and resolve balances.
• Negotiate & Problem-Solve: Partner with consumers to understand their financial circumstances, uncover their needs, and negotiate viable repayment plans.
• Maintain Accurate Records: Document all customer interactions, commitments, and account updates within internal systems with precision.
• Uphold Compliance: Ensure every interaction adheres to established collection procedures, client standards, and regulatory compliance expectations.
• Drive Operational Excellence: Manage your daily queue efficiently to meet key performance, quality, and productivity benchmarks.
• Recognize Escalations: Identify complex or sensitive scenarios that require additional review and collaborate with leadership to resolve them.

Who You Are:

• Communicator & Negotiator: You have strong verbal and written communication skills and know how to de-escalate tough situations with empathy and active listening.
• Detail-Oriented & Organized: You possess sharp critical-thinking skills, strong time management, and meticulous attention to record-keeping.
• Adaptable Learner: You thrive in a fast-paced environment and comfortably navigate new account management systems, evolving policies, and client expectations.

Qualifications:

• High school diploma or GED required.
• 1 year of experience in customer service, contact centers, collections, or a related client-facing role (Note: Candidates bringing direct collections experience are eligible for additional compensation opportunities).

Onsite & Physical Requirements

This is an onsite position based in our local office and regular, in-person attendance is an essential function of the role. The position requires collaboration, participation in in-person meetings, access to office resources, and partnership with cross-functional teams.

This role is primarily performed in a professional office environment and involves computer-based work, including extended periods working at a computer, using standard office technology, and communicating through verbal, written, and digital channels. The role may require moving throughout the office and occasionally lifting or moving office materials up to <10 pounds. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.

Such roles may require occasional flexibility outside of standard business hours to support business needs, cross-time-zone collaboration, or key meetings. Occasional local and/or international travel may also be required.