Collections Associate

About the role

As a Collections Associate, you will be responsible for contacting borrowers with early-stage overdue payments to negotiate and facilitate the resolution of outstanding debts. You will work closely with borrowers to establish payment plans, answer inquiries, and provide assistance in bringing accounts up to date. Your objective is to recover outstanding balances while maintaining positive customer relationships and adhering to applicable laws and regulations.

What You’ll Do

• Initiate communication with borrowers with overdue accounts via phone, email, or written correspondence.
• Follow established procedures and applicable regulations for reaching out to borrowers and documenting all communication.
• Negotiate repayment plans or settlements with borrowers based on their financial situation and the organization's policies.
• Provide information on available payment options and guide borrowers through the process of resolving their outstanding balances.
• Address inquiries from borrowers regarding their accounts, payment history, and related matters.
• Maintain a professional and courteous attitude, ensuring positive interactions even in challenging situations.
• Document all interactions with borrowers, including details of conversations, agreements, and any promised payments.
• Update and maintain accurate records of accounts, payments, and communication history.
• Ensure compliance with relevant laws, regulations, and industry standards governing debt collection practices (e.g., Fair Debt Collection Practices Act).
• Provide regular updates and reports on collection activities, progress, and any issues to supervisors or management.

What We Look For

• 1-2 years of experience with default or in-house collections, 0-60 day delinquency preferred.
• 1-2 years of experience in a contact center environment.
• Previous experience in mortgage, financial services or banking preferred.
• Strong communication and negotiation skills.
• Familiarity with debt collection laws and regulations.
• Ability to handle difficult conversations and maintain composure under pressure.
• Proficient in using computer systems, databases, G Suite, and relevant software.
• Able to commute to our Charlotte, NC office on a hybrid basis.
• A quick and flexible learning style with the ability to navigate new technology platforms.
• A positive and problem-solving approach to customer service.
• Excellent communication and relationship-building capabilities.
• Ability to instill trust and rapport with customers.
• Strong organizational and prioritization skills.
• Flexibility and adaptability to ongoing refinements in process and structure.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

Salary

Compensation: $24/hour
Monthly bonus opportunity: $200-$1,500/month

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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