Operations Coordinator, Collections

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Engage with customers who are behind on their payments, gain an understanding of their situations, and request payment in full or propose a feasible payment plan.

• Navigate customer objections and resistance while working towards a mutually agreeable solution.

• Adhere to established scripts, tools, and account protocols to ensure that conversations are consistent, professional, and compliant.

• Quickly assess conversations and modify the approach while keeping the payment request as a priority.

• Keep precise and timely records of every call and its outcomes within the company systems.

• Achieve daily and weekly goals for collections, call quality, and productivity.

• Implement coaching and feedback in subsequent calls.

• Refer complex accounts, disputes, and technical issues to the manager.

• Stay actively involved with the team during the shift in Collaboration Room AI, a virtual video-based team environment.

• Utilize Slack and Google Meet for daily communication, coaching, and team huddles.

⛳️ Requirements

• A minimum of 1 year of experience in a phone-based, customer-facing position (collections, customer service, sales, or a similar field).

• Excellent verbal and written communication abilities.

• Capability to consistently fulfill performance expectations in a metrics-driven setting.

• Ability to work remotely while maintaining an active presence in Collaboration Room AI throughout the shift, with the camera on during non-break hours.

• Fast and reliable internet with a minimum of 80 Mbps download and 8 Mbps upload speeds.

• A private and quiet workspace.

• Direct experience in consumer debt resolution is preferred.

• High school diploma or GED is preferred.

• Familiarity with contact center technologies, such as dialers and case management tools, is preferred.

• Comfort with call center metrics is preferred.

• Bilingual proficiency in English and Spanish is preferred.

• Proficiency with Mac OS, Google Workspace, Tableau, and Slack is preferred.

• A working knowledge of relevant financial regulatory requirements, including FDCPA, TCPA, FCRA, BSA, SCRA, MLA, and UDAAP, is preferred.

• Must be authorized to work in the United States; Mission Lane does not sponsor employment authorization for new applicants.

🏝️ Benefits

• Paid time off.

• 401(k) matching.

• Monthly wellness stipend.

• Options for health, dental, and vision insurance.

• Disability coverage.

• Paid parental leave.

• Flexible spending account for childcare and healthcare expenses.

• Life insurance.

• Remote-first work environment.

• Opportunities for promotion within the first year based on established performance goals.

• Incentive pay based on performance after promotion.