Handle overdue accounts with care and precision, supporting customers through difficult financial periods while safeguarding the stability of the loan portfolio. You'll engage with borrowers across phone, email, and chat, guiding them toward sustainable payment solutions and hardship options when appropriate.
What You'll Do
- Respond to customer inquiries through multiple channels, maintaining professionalism and compassion
- Reach out to customers with past-due balances to secure payments or set up manageable arrangements
- Evaluate individual financial circumstances and recommend suitable assistance programs
- Resolve account issues efficiently, aiming to address concerns during the first interaction
- Record all communications accurately in the CRM system to ensure data integrity
- Identify and report recurring customer feedback to inform improvements in policies and operations
- Follow up on open cases to ensure timely resolution and high satisfaction
Requirements
- 1–2+ years in collections, loan servicing, or a related financial role
- Strong spoken and written communication skills, with the ability to deliver sensitive information thoughtfully
- Experience using CRM systems and comfort with digital tools
- Proficiency with Microsoft Office or Google Suite applications
- Skill in balancing multiple priorities without compromising accuracy
- A solutions-oriented mindset with genuine focus on customer needs
Benefits
- Fully remote work environment
- Competitive hourly pay and performance-based incentives
- Equity stake in the company
- Flexible paid time off plus 9 company holidays
- Comprehensive, affordable health, dental, and vision coverage
- Paid parental leave for all caregivers
- Modern equipment provided for home setup
- Quarterly in-person and virtual team gatherings
- Free subscription to AI productivity tools
- 401(k) plan with future savings options
- Company-branded items to celebrate team culture
