Collections Representative

This is a fully remote position, open to applicants in Illinois, +6 more states.

📋 Description

• Proactively reach out to customers with overdue accounts to understand their financial challenges and collaboratively find solutions that ensure consistent loan payments.

• Handle a high volume of incoming and outgoing calls related to delinquent loan payments.

• Negotiate and establish payment arrangements while adhering to Enova's specific call flow to bring overdue accounts up to date.

• Professionally and empathetically resolve customer concerns and complex late-payment issues.

• Clarify the consequences of overdue payments and provide assistance for financial resolution.

• Accurately document and maintain records of customer interactions, payment plans, and pertinent information in Enova's database.

⛳️ Requirements

• At least 1 year of experience in a high-volume debt collections setting, effectively managing both inbound and outbound calls while consistently achieving daily call volume targets.

• Exceptional conflict resolution and communication skills, with demonstrated proficiency in active listening and the application of de-escalation techniques during challenging conversations.

• Strong negotiation skills, able to balance adherence to company policies with genuine customer empathy to secure successful payment arrangements or settlements.

• Proven ability to self-manage in a remote work environment, including excellent time management, strict adherence to schedules, and the capacity to maintain focus, attention to detail, and multitask effectively.

• Demonstrated ability to think quickly and logically to creatively address problems and resolve difficult issues efficiently under pressure.

• Must be eligible to work in the United States; Enova is unable to sponsor visas or assume sponsorship obligations.

🏝️ Benefits

• Additional compensation may include bonuses.

• Health, dental, and vision insurance, including mental health benefits.

• 401(k) matching plus a Roth option (available for U.S. based employees only).

• Paid time off (PTO) and paid holidays.

• Sabbatical program (for eligible roles).

• Summer hours (for eligible roles).

• Paid parental leave.

• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova).

• Employee recognition and rewards program.

• Charitable matching and a paid volunteer day.

• Full-time employees are eligible to participate in company benefits.