Account Servicing Specialist (Collections and Recovery)

About the role

We are looking for an Account Servicing / Collections Specialist who can effectively support customers through financial challenges while helping maintain the health and performance of Novo’s lending portfolio.

Responsibilities

• Manage a portfolio of delinquent accounts across all stages of delinquency
• Contact customers through outbound and inbound calls to discuss past-due balances
• Negotiate repayment solutions such as payment plans, restructures, or settlements
• Follow up on broken payment arrangements and renegotiate repayment plans when necessary
• Educate customers on repayment expectations and strategies to prevent future delinquency
• Demonstrate empathy and professionalism when working with customers experiencing financial hardship
• Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions
• De-escalate difficult customer interactions while maintaining professionalism
• Manage high call volumes while maintaining quality customer interactions
• Prioritize accounts appropriately based on delinquency stage and portfolio strategy
• Maintain detailed and accurate documentation of customer communications and repayment agreements
• Utilize internal CRM and collections management systems to track account activity
• Maintain organized account records and ensure data accuracy across customer interactions
• Apply skip tracing techniques and available tools to locate and contact customers when necessary
• Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues
• Contribute to a collaborative team environment by sharing insights and supporting team goals
• Respond promptly to internal inquiries and escalations related to customer accounts
• Analyze customer situations to determine the most appropriate repayment solutions
• Remain calm and composed during challenging interactions and resolve issues effectively

Requirements

• Collections & Recovery Experience: Minimum 2 years of collections experience, Previous experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environments
• Communication & Interpersonal Skills: Excellent verbal and written communication skills, Strong active listening skills and ability to build trust with customers, Ability to navigate sensitive financial conversations with empathy and professionalism
• Operational & Organizational Skills: Strong time management and ability to handle a high-volume call environment, Excellent attention to detail with consistent and accurate documentation practices, Ability to prioritize work and adapt to changing operational priorities
• Technical & Analytical Skills: Experience working with CRM or collections management systems, Familiarity with skip tracing or customer location strategies is a plus

Qualifications

• Strong sense of ownership and accountability for assigned accounts
• Ability to remain composed in high-pressure situations
• Collaborative team player who contributes to a positive team environment
• Demonstrated initiative and willingness to learn and grow