Loan Servicing Collections Specialist

About the role

Credit9 is seeking a Loan Servicing Collections Specialist to join our team. As a Collections Specialist, you will assist in the daily communications and servicing of past-due accounts on an inbound and outbound basis. The Collections Agent will work directly with clients to resolve delinquency by creating payment plans and assisting with enrollment in hardship assistance programs to help prevent future delinquency, while working closely with and being supported by the Team Lead and Collections Supervisor. Location: Remote - Must be located within the United States.

Responsibilities

• Improve overall portfolio health through the assistance of past-due clients
• Maintain proper communications including, but not limited to:
  • Inbound and Outbound Calls
  • Inbound and Outbound Emails
  • Servicing via SMS messaging and online chats
• Maintain symbiotically successful relationships between Credit9 and its customers by providing exceptional customer service and professional collections tactics
• Maintain personal performance management and consistently hit KPI goals set by direct Team Lead and Supervisor
• Ensure adherence to the Loan Servicing guidelines
• Professionally handle escalated customer service issues before passing off a customer
• Perform other related duties as assigned

Requirements

• 3+ years of Loan Servicing, preferably in collections, with a focus on unsecured, debt consolidation, and personal loans
• Call Center experience
• Proficient with Microsoft Office and Google Suite
• Understanding of call center technology and collections metrics (ACD, IP, PTP, RPC, etc.)
• Outstanding verbal and written communication skills
• Superior multi-tasking skills
• Flexible and adaptable to changes in direction and the ability to effectively communicate such changes as part of a team
• Professional presentation and demeanor
• Education: High School diploma or equivalent required; Bachelor’s degree preferred

Benefits

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Pay

$20.00-$23.00 per hour depending on experience plus bonus.