Account Servicing Specialist, Collections and Recovery

Job Description:Manage a portfolio of delinquent accounts across all stages of delinquencyContact customers through outbound and inbound calls to discuss past-due balancesNegotiate repayment solutions such as payment plans, restructures, or settlementsFollow up on broken payment arrangements and renegotiate repayment plans when necessaryEducate customers on repayment expectations and strategies to prevent future delinquencyDemonstrate empathy and professionalism when working with customers experiencing financial hardshipUse strong verbal and written communication skills to clearly explain repayment obligations and available solutionsDe-escalate difficult customer interactions while maintaining professionalismManage high call volumes while maintaining quality customer interactionsPrioritize accounts appropriately based on delinquency stage and portfolio strategyMaintain detailed and accurate documentation of customer communications and repayment agreementsUtilize internal CRM and collections management systems to track account activityMaintain organized account records and ensure data accuracy across customer interactionsApply skip tracing techniques and available tools to locate and contact customers when necessaryPartner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issuesContribute to a collaborative team environment by sharing insights and supporting team goalsRespond promptly to internal inquiries and escalations related to customer accountsAnalyze customer situations to determine the most appropriate repayment solutionsRemain calm and composed during challenging interactions and resolve issues effectivelyRequirements:Minimum 2 years of collections experiencePrevious experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environmentsExperience negotiating repayment arrangements or managing delinquent customer portfoliosExcellent verbal and written communication skillsStrong active listening skills and ability to build trust with customersStrong time management and ability to handle a high-volume call environmentExcellent attention to detail with consistent and accurate documentation practicesAbility to prioritize work and adapt to changing operational prioritiesExperience working with CRM or collections management systemsAbility to analyze account information and customer data to inform repayment solutionsFamiliarity with skip tracing or customer location strategies is a plusStrong sense of ownership and accountability for assigned accountsAbility to remain composed in high-pressure situationsCollaborative team player who contributes to a positive team environmentDemonstrated initiative and willingness to learn and growBenefits:Positive, inclusive, supportive culture cheering you on your journeyWe work with very new technologies and architecture patternsWe provide learning and development budgets to help you grow and bond with your teamOffices in NYC, and India for those that want to whiteboard in person .