Senior Collections Specialist
2 weeks ago
The role of a Collections Specialist at Jobs for Humanity involves being the primary point of contact for delinquent borrowers, providing a superior servicing experience through effective collections and resolution of loan and payment-related concerns
Key Responsibilities:
- Initiating outbound phone calls and email correspondence to ensure low delinquencies through timely and effective collections
- Utilizing problem-solving and negotiation skills to establish successful resolutions for customer and account-related issues
- Curing delinquent accounts by working with borrowers to bring payments up to schedule
- Identifying areas for increasing collection efficiency and proactively communicating with stakeholders
- Explaining loan features, terminology, and payment logistics to borrowers
- Creatively utilizing resources to generate contact with delinquent borrowers
- Analyzing trends and communicating them to improve overall team performance
Requirements:
- Bachelor's degree in business, finance, or a related field
- Minimum 2+ years of customer-centric experience in a high-touch, fast-paced environment focused on servicing and repayment of financial products
- Prior collections experience in financial services and/or higher education industries is an advantage
- Strong interpersonal, communication, and listening skills with comfort connecting with customers via phone, email, and chat
- Excellent negotiation skills with the ability to apply critical thinking to complicated problems for timely and effective resolution
- Ideal background incorporating investigative research
- Empathetic, collaborative, and high level of accountability
- Ability to work in a high-stress environment, managing stress professionally, and without disruption to operations, employees, or customers
A passion for financial inclusion and access to higher education is a must, as well as comfort working with a global team across multiple time zones and locations
This role involves working in a fast-growth environment with a small agile team, fast-evolving roles and responsibilities, variable workload, tight deadlines, a high degree of autonomy, and a 80-20 work environment
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