Recovery Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming calls, emails, texts, and chats from customers seeking assistance with their accounts

• Identify and resolve account issues, process payments, and accurately document each interaction in the CRM

• Adapt communication style to suit callers while maintaining empathy and professionalism during challenging conversations

• Achieve or surpass targets for CSAT, QA, SLA, recovery, and handling time

• Assess inbound workflows and suggest process improvements and pilot programs to enhance agent efficiency and caller satisfaction

• Monitor caller feedback, detect trends and issues, and relay insights to Product, Operations, and Compliance teams

• Prepare thoroughly, manage time effectively, follow through on commitments, and adjust to evolving policies, tools, and customer needs

• Adhere to federal and state collection regulations, consumer protection laws, and internal procedures

⛳️ Requirements

• 1–2+ years of experience in a high-volume, customer-facing position, such as customer service or collections

• Proven ability to meet targets including CSAT, QA scores, SLAs, recovery goals, and handling time

• Dependability and a commitment to fulfilling obligations while proactively identifying issues

• Clear and empathetic verbal and written communication, especially in sensitive discussions regarding finances

• Knowledge of regulations related to payments, recoveries, and account management

• Proficiency with support tools; experience with Zendesk, Twilio, and Google Workspace is preferred

• Enthusiasm for leveraging AI to enhance team operations

• Must be legally authorized to work in the United States

• English proficiency is required for clear communication; additional languages are a plus

🏝️ Benefits

• Comprehensive health, dental, and vision insurance

• Retirement savings plan with employer matching

• Paid time off and flexible work arrangements

• Opportunities for professional development and career advancement