Account Servicing Specialist, Collections and Recovery

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a portfolio of overdue accounts throughout all phases of delinquency.

• Engage with customers via outbound and inbound calls to address outstanding balances.

• Negotiate repayment options including payment plans, restructures, or settlements.

• Follow up on failed payment arrangements and renegotiate repayment plans as needed.

• Inform customers about repayment expectations and methods to avoid future delinquency.

• Exhibit empathy and professionalism while assisting customers facing financial difficulties.

• Utilize strong verbal and written communication skills to clearly articulate repayment obligations and available options.

• De-escalate challenging customer interactions while maintaining a professional demeanor.

• Handle high call volumes while ensuring quality interactions with customers.

• Effectively prioritize accounts based on the stage of delinquency and portfolio strategies.

• Keep thorough and precise records of customer communications and repayment agreements.

• Leverage internal CRM and collections management systems to monitor account activities.

• Organize account records and ensure data accuracy across all customer interactions.

• Employ skip tracing techniques and available resources to locate and reach out to customers when necessary.

• Collaborate with internal teams in Collections, Customer Support, Risk, and Operations to resolve account issues.

• Foster a collaborative team atmosphere by sharing insights and supporting collective objectives.

• Quickly respond to internal inquiries and escalations regarding customer accounts.

• Assess customer situations to identify the most suitable repayment solutions.

• Maintain composure and resolve issues effectively during challenging interactions.

⛳️ Requirements

• At least 2 years of experience in collections.

• Prior experience in collections, recovery, or account servicing, ideally within fintech, lending, or SMB credit sectors.

• Proven experience in negotiating repayment plans or managing portfolios of delinquent customers.

• Exceptional verbal and written communication skills.

• Strong active listening abilities and capacity to establish trust with customers.

• Competence in handling sensitive financial discussions with empathy and professionalism.

• Effective time management skills and capability to thrive in a high-volume call environment.

• Excellent attention to detail, ensuring consistent and accurate documentation practices.

• Ability to prioritize tasks and adapt to evolving operational demands.

• Experience with CRM or collections management systems.

• Proficiency in analyzing account data and customer information to guide repayment solutions.

• Familiarity with skip tracing or strategies for locating customers is advantageous.

• Strong sense of ownership and accountability for assigned accounts.

• Ability to stay calm in high-pressure situations.

• A team player who contributes positively to the team environment.

• Demonstrated initiative and eagerness to learn and develop professionally.

🏝️ Benefits

• A positive, inclusive, and supportive culture that encourages your journey.

• Budget for learning and development to help you grow and foster team camaraderie.