Loan Servicing Representative (Starting $18.60/hr + Monthly Bonus) (Remote)

About the role

Minimize losses by assisting with recovery efforts on accounts that are 5 to 80 days delinquent. Help customers with general inquiries such as daily interest accrual, payment schedules, and due date change requests. Utilize auto-dialing and manual calling strategies to connect with customers and arrange payment solutions.

Responsibilities

• Contact customers via phone to collect overdue payments, discuss payment arrangements, and answer inquiries regarding account status, payment options, or collection actions.
• Ensure appropriate documentation of all customer interactions and account activities using collection software and systems.
• Review delinquent accounts to determine appropriate collection strategies, identify at-risk accounts, and escalate complex cases or disputes to senior staff or management as necessary.
• Monitor payment trends, proactively engage with customers showing signs of financial difficulty.
• Work to reduce delinquency while achieving individual and departmental performance goals such as collection targets and resolution rates.
• Collaborate with internal teams, including legal and customer service, to resolve issues and support best practices across the department.
• Ensure compliance with all legal and company guidelines, including adherence to the Fair Debt Collection Practices Act (FDCPA) and relevant regulations.

Qualifications

• High school diploma or equivalent
• 0-3 years relevant work experience
• Previous experience in collections, customer service, or a related field, with a demonstrated ability to manage delinquent accounts effectively.
• Strong negotiation skills with the ability to reach mutually beneficial payment agreements with customers.
• Advanced knowledge of collections processes, payment systems, and applicable laws and regulations related to collections.
• Excellent verbal and written communication skills, with the ability to clearly and professionally communicate with customers.
• Strong organizational skills, with the ability to manage a large portfolio of accounts and prioritize tasks effectively.
• Proficiency with collection software and systems, as well as basic office software such as MS Office.
• Ability to handle difficult or complex customer situations with professionalism, empathy, and problem-solving skills.
• Ability to work independently, with minimal supervision, while also being a collaborative team member.
• Strong attention to detail and the ability to document and track account status accurately.
• Goal-oriented, with a focus on meeting or exceeding individual and team performance targets.
• Ability to maintain composure in high-pressure situations and resolve customer disputes or complaints efficiently.

Pay

The pay range for this role is $18.60 - $22.45 hourly.