Collections Specialist

Key Responsibilities

• Manage a portfolio of delinquent consumer loan accounts and perform high-volume inbound and outbound borrower outreach
• Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances
• Negotiate repayment plans, settlements, and payment arrangements in accordance with company guidelines and loss mitigation strategies
• Review account histories and borrower financial information to determine appropriate collection strategies
• Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status
• Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems
• Aid borrowers experiencing financial hardship by identifying compliant repayment solutions
• Handle customer inquiries, disputes, and escalated concerns in a professional and timely manner
• Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices
• Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards
• Collaborate with team members and management to resolve complex accounts and improve recovery outcomes

Qualifications

• Strong verbal and written communication and negotiation skills
• Ability to work effectively with customers in sensitive financial situations with professionalism and empathy
• Solid problem-solving skills with the ability to identify practical repayment solutions
• Ability to multitask in a fast-paced, high-volume call environment
• Proficiency in Microsoft Office (Word, Excel)
• Experience with loan servicing or collections systems preferred
• Strong attention to detail and ability to handle confidential information responsibly
• Self-motivated and goal-oriented with a focus on achieving performance targets
• High School Diploma or GED required
• Prior experience in collections, customer service, call center operations, or financial services preferred