Senior Collections Specialist
Core
Contact past due customers to negotiate payment plans, hardship plans, and settlements while handling escalated calls and complex account investigations.
Role type
Senior Collections Specialist (floor-level expert)
Builds
Loan repayment resolutions and customer account status updates
Domain
Consumer finance / Collections
Deliverable
client delivery
Required skills
Collections process expertise, regulatory compliance knowledge, negotiation, complex account investigation, SOP documentation, peer mentoring, system proficiency
Preferred skills
Process improvement identification, independent problem solving, schedule flexibility
Technologies
LoanPro, Genesys, Google Sheets, Confluence, Jira
Responsibilities
Contact past due customers (1-120+ days) to facilitate resolution; Negotiate payment plans, hardship plans, and settlements; Handle escalated calls and complex account investigations; Maintain accurate customer records; Provide peer feedback and assist with onboarding; Draft and update Standard Operating Procedures (SOPs); Meet department performance targets
Seniority
Senior, hands-on IC