Operations Coordinator, Collections

1+ year(s) of professional experience in a customer-focused, solutions-oriented role Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections Exceptional verbal and written communication skills Problem solving skills to rapidly identify customer needs and recommend effective, tailored solutions Composure when handling challenging conversations and the ability to de-escalate Ability to balance empathy and persuasion to facilitate customer repayment Tech-savvy, with the ability to quickly learn new software and systems A growth mindset, open to feedback and continuous improvement Direct experience in consumer debt resolution (Preferred) Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk) (Preferred) Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack (Preferred) Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA. FCRA, BSA, SCRA, MLA, UDAAP) (Preferred)

Represent Mission Lane, professionally engaging with customers over the phone in regards to past due payment. Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions. Approach customers with dignity and respect, identifying reasons for account delinquency. Skillfully negotiate and problem-solve to secure mutually beneficial repayment solutions. Maintain strict adherence to all company policy, procedures, and regulatory requirements, while consistently delivering high-quality customer service.