Operations Coordinator, Collections
M
Mission LaneFintech
This is a remote position for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, and VA., Shift A: M-F, 8:30 AM - 5:00 PM ET; Shift B: M-F, 10:30 AM - 7:00 PM ET; Shift C: M-F, 12:30 PM - 9:00 PM ETFull-TimeEntry
Salary17.25 - 20.16 USD per hour
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Job Details
- Languages
- Bilingual professional fluency in English and Spanish (preferred)
- Experience
- 1+ year of experience in a phone-based, customer-facing role
- Required Skills
- TableauCustomer serviceGoogle WorkspaceSlack
Requirements
- 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar).
- Strong verbal and written communication skills.
- Ability to consistently meet performance expectations in a metrics-driven environment.
- Ability to work a remote schedule while maintaining an active presence in Collaboration Room AI throughout your shift, camera on outside of breaks and lunch.
- Fast, reliable internet (minimum 80 Mbps download / 8 Mbps upload).
- Private, quiet workspace.
- Direct experience in consumer debt resolution (preferred).
- Familiarity with contact center technology (e.g., dialers, case management tools) (preferred).
- Comfortable working with call center metrics (preferred).
- Proficiency with 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).
Responsibilities
- Speak with customers who've fallen behind on payment, understand their circumstances, and ask directly for what's owed, in full or through a workable payment plan.
- Work with customers through pushback and objections, staying patient and persistent as you build toward a plan that works for them.
- Follow established scripts, tools, and account guidelines to keep every conversation consistent, professional, and compliant.
- Read a conversation quickly and adjust your approach, always keeping the ask in view.
- Keep accurate, timely records of every call and outcome in our systems.
- Meet daily and weekly targets for collections, call quality, and productivity.
- Take coaching and feedback fast, and apply it on your very next call.
- Flag anything unusual to your manager right away for guidance.
- Stay actively engaged with your team throughout your shift in Collaboration Room AI, our virtual, video-based team space.
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