Collections Specialist

JOB SUMMARY: Responsible for contacting borrowers with delinquent consumer loan accounts to resolve past-due balances through compliant, professional communication. This role assesses borrower circumstances, presents appropriate resolution options, and supports loss mitigation efforts while maintaining positive customer relationships in a fast-paced, dialer-driven environment.

ESSENTIAL JOB FUNCTIONS:

• Establish telephone, email, and written contact with customers to determine the cause of delinquency and identify viable options to bring accounts current.
• Develop and maintain professional customer relationships by understanding changes in borrower circumstances, following up on commitments, and ensuring promises-to-pay are monitored and met.
• Conduct all collection activities in accordance with company policies, procedures, and applicable laws and regulations (e.g. FDCPA).
• Prevent losses and improve recovery outcomes through effective negotiation and execution of assigned collection campaigns.
• Negotiate payment arrangements, settlements, workout agreements, or recovery plans in accordance with company policies and procedures.
• Accurately document all customer interactions, account activity, and resolution efforts within designated collection systems while meeting productivity and performance standards.
• Review, process, and verify customer account balances, payment histories, and related documentation to support resolution decisions.
• Evaluate delinquent accounts and determine appropriate next steps based on risk, borrower circumstances, and company guidelines.
• Perform investigative activities, including skip tracing, to locate customers using approved databases and system records.
• Maintain accurate, complete, and current customer and account information, including contact details and communication preferences, across all company systems.
• Achieve and maintain assigned monthly individual key performance indicators (KPIs) in accordance with departmental standards, quality expectations, and company performance requirements.
• Achieve and maintain required monthly Quality Assurance (QA) scores and comply with call monitoring, audit, and compliance standards.
• Represent the company in a professional and courteous manner, delivering a high level of customer service while supporting company values and objectives.

OTHER JOB FUNCTIONS:

• Ability to work overtime as business needs require.
• Ability to work a flexible schedule, including evening shifts.
• Ability to work weekends as scheduled or required.

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in collections, financial services, or a customer-facing role involving regular customer communication.
• Proficiency in email management and basic use of Microsoft Office applications (including Word and Excel).
• General working knowledge of consumer financial regulations and compliance requirements applicable to collections activities (e.g., FDCPA, UDAAP, TCPA, FCRA, CFPB).
• Working knowledge of basic business math concepts, including payment calculations and balance reconciliation.

COMPETENCIES:

• Customer Service:
  Demonstrate empathy, professionalism, and a strong commitment to delivering an exceptional customer experience.
• Communications:
  Effectively listens, comprehends, and conveys information verbally and in writing. Clearly expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Problem Solving and Analysis:
  Identifies issues, evaluates options, and ability to solve issues efficiently and quickly and not afraid to ask for help.
• Active Listening:
  Listens attentively, seeks clarification, and accurately restates customer concerns to ensure understanding.
• Negotiation:
  Explores alternatives and works collaboratively with customers to reach mutually acceptable resolutions within policy guidelines.
• Teamwork:
  Contributes to a positive team environment and demonstrates openness to others’ perspectives.
• Attendance and Punctuality:
  Consistently meets attendance, punctuality, and schedule adherence expectations.

SUPERVISORY RESPONSIBILITY

None

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand, walk, reach, and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.

WORK ENVIRONMENT

While performing the logistics duties of this job, the employee is frequently exposed to moderate noises such as computers, printers, and other light traffic noise in an office setting.

This role is in-office. Remote work may be…