Overview
This role supports the day-to-day execution and optimization of consumer collections inbound and outbound calls placed in the call center. Responsibilities also include managing assigned settlement negotiations and processing.
Working closely with the Collections Ops Specialist, you will help ensure campaigns are prepared properly, calls are made and answered timely and effectively, settlement processing is accurately reported in account files, and client requirements are consistently met.
Responsibilities
- Assist with timely execution of assigned outbound and inbound collection campaigns.
- Validate campaign inputs align with client requirements, regulatory guidelines, and internal standards.
- Negotiate settlement offers timely and professionally with clients and the borrowers of the accounts.
- Process agreed settlement contracts within client guidelines, and follow up daily on assigned settlements/campaigns until fully completed.
- Maintain quality and professional communication with all contacts during daily tasks.
- Assist with other consumer collections legal processing as needed.
- Support documentation and maintenance of operational procedures, workflows, and QC standards.
Requirements
- 2+ years of experience in consumer collections, contact center operations, or a similar operational support role.
- Working knowledge of consumer collections regulations and compliance concepts.
- Strong attention to detail and data accuracy.
- Proficiency with Excel, Word, Foxit, and similar processing tools.
- Strong written communication skills for documentation and reporting.
Preferred Qualifications
- Familiarity with dialer systems, CRM platforms, or collections software.
Compensation & Benefits
- Medical, dental, and vision insurance
- 401(k) plan with company match
- Company-paid life insurance, short-term and long-term disability coverage
- Generous PTO and paid holidays
- Professional development opportunities
- Employee recognition programs
- Wellness resources and employee assistance program (EAP)
- Employee referral program with bonus incentives