Senior Financial Services Collector

About the role

As a Senior Financial Services Collector, you will be responsible for managing complex delinquent accounts and engaging with customers to negotiate and secure payment arrangements. You will operate in compliance with all applicable regulations and internal policies while serving as a subject matter expert (SME) to support team success and performance improvement.

Responsibilities

• Establish rapport with customers to effectively overcome objections and negotiate payment solutions on higher-risk or complex accounts.
• Handle escalated accounts and provide guidance on dispute resolution and account management strategies.
• Accurately document all customer interactions, payment agreements, and account activity within the collections system.
• Ensure timely and successful resolution of assigned accounts, meeting or exceeding performance and quality standards.
• Identify trends, recurring issues, and opportunities for process improvements; escalate concerns as needed.
• Support onboarding and mentoring of newer team members, sharing best practices and compliance guidelines.
• Maintain strict adherence to company policies, FDCPA regulations, and all applicable compliance requirements.

Requirements

• High School Diploma or equivalent required.
• Minimum 2–3 years of collections experience or a combination of collections and customer service experience.
• Prior experience in a call center or high-volume environment.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Demonstrated ability to handle complex or escalated customer interactions.
• Proven ability to meet or exceed KPIs (call quality, recovery rates, productivity, etc.).

Preferred Qualifications

• In-depth knowledge of collections regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Prior skip tracing experience and use of advanced collection tools.
• Experience mentoring or training team members.
• Familiarity with compliance monitoring, audit readiness, or quality review processes.

Benefits

• Fuel Your Life program to support physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers' extra effort with points used for rewards.
• Eight Employee Resource Groups to foster a collaborative culture.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Retailer planning and discounted shares with the Employee Stock Purchase Plan.
• Medical, dental, vision, life, and disability insurance options available day one.
• Tuition assistance and reimbursement program.
• Paid parental, caregiver, and military leave.