Collections Specialist
Core
Manage inbound and outbound customer interactions to find practical, sustainable repayment solutions and support customers experiencing financial hardship.
Role type
Collections Specialist
Builds
Repayment plans and payment arrangements for consumer loans
Domain
Consumer Finance / Collections
Deliverable
client delivery
Required skills
Customer communication, empathy, financial hardship assessment, repayment plan creation, KPI management, process improvement
Preferred skills
Ownership, resilience, adaptability, trust-building, continuous learning
Responsibilities
Manage inbound and outbound customer interactions across phone and email, Review and action daily reports related to accounts, payments, and collections, Work with customers to create tailored, realistic repayment plans, Provide empathetic support to customers experiencing financial hardship, Follow up on payment arrangements and variations to ensure successful outcomes, Collaborate with Hardship & Insolvency and Resolution teams to support customers end-to-end
Seniority
Mid-level, hands-on IC