About the Role
The ideal candidate will manage a portfolio of delinquent accounts using a customer-focused approach to negotiate payments and resolve balances. This role emphasizes regulatory compliance, accurate documentation, and consistent follow-up to support financial recovery goals.
Responsibilities
- Contact customers with overdue accounts using phone and email
- Explain payment options and work toward mutually agreeable resolutions
- Document all interactions in the internal account management system
- Verify customer information and update records as needed
- Follow up on promised payments and unresolved balances
- Adhere to federal and state regulations governing debt collection practices
- Escalate complex cases to supervisors or specialized departments
- Maintain accurate notes on account status and customer commitments
- Respond professionally to customer inquiries and disputes
- Meet performance targets related to account resolution and contact rates
- Stay current on internal policies and compliance requirements
- Collaborate with team members to share best practices
- Participate in training sessions and performance reviews
- Use collections software to track and manage account progress
- Identify patterns in delinquency and suggest process improvements
- Handle sensitive financial information with confidentiality
- Work within assigned portfolios to maximize recovery rates
- Apply empathy and active listening in customer interactions
- Follow scripts and guidelines while adapting to individual situations
- Report suspicious activity or potential fraud when detected
Nice to Have
- Associate or bachelor’s degree in business or related field
- Two or more years in a collections environment
- Experience with automated dialing systems
- Knowledge of credit reporting standards
- Call center background in financial services
Compensation
Competitive hourly rate plus performance-based incentives
Work Arrangement
Remote
Team
Part of a dedicated collections unit focused on customer engagement and account resolution
Technology Requirements
- Must have a computer with Windows 10 or later, or macOS 11 or later
- Webcam and microphone for training and meetings
- Uninterrupted broadband internet with minimum 25 Mbps download speed
- Dual monitor setup recommended for optimal performance
Work Schedule
- Full-time position with set hours between 8 AM and 8 PM local time
- Weekday shifts available, including some weekend options
- Flexibility to cover peak volume periods as needed
- Must be available for team meetings and training during core hours
Not available
