Account Servicing Specialist (Collections and Recovery)

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

• Minimum 2 years of collections experience.
• Previous experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environments.
• Experience negotiating repayment arrangements or managing delinquent customer portfolios.
• Excellent verbal and written communication skills.
• Strong active listening skills and ability to build trust with customers.
• Excellent attention to detail with consistent and accurate documentation practices.
• Strong time management and ability to handle a high-volume call environment.
• Familiarity with skip tracing or customer location strategies is a plus.