Collections Associate

What You’ll Do

• Initiate communication with borrowers with overdue accounts via phone, email, or written correspondence.
• Follow established procedures and applicable regulations for reaching out to borrowers and documenting all communication.
• Negotiate repayment plans or settlements with borrowers based on their financial situation and the organization's policies.
• Provide information on available payment options and guide borrowers through the process of resolving their outstanding balances.
• Address inquiries from borrowers regarding their accounts, payment history, and related matters.
• Maintain a professional and courteous attitude, ensuring positive interactions even in challenging situations.
• Document all interactions with borrowers, including details of conversations, agreements, and any promised payments.
• Update and maintain accurate records of accounts, payments, and communication history.
• Ensure compliance with relevant laws, regulations, and industry standards governing debt collection practices (e.g., Fair Debt Collection Practices Act).
• Provide regular updates and reports on collection activities, progress, and any issues to supervisors or management.

What We Look For

• 1-2 years of experience with default or in-house collections, 0-60 day delinquency preferred.
• 1-2 years of experience in a contact center environment.
• Previous experience in mortgage, financial services or banking preferred.
• Strong communication and negotiation skills.
• Familiarity with debt collection laws and regulations.
• Ability to handle difficult conversations and maintain composure under pressure.
• Proficient in using computer systems, databases, G Suite, and relevant software.
• Able to commute to our Charlotte, NC office on a hybrid basis.
• A quick and flexible learning style with the ability to navigate new technology platforms.
• A positive and problem-solving approach to customer service.
• Excellent communication and relationship-building capabilities.
• Ability to instill trust and rapport with customers.
• Strong organizational and prioritization skills.
• Flexibility and adaptability to ongoing refinements in process and structure.

Salary

• Compensation: $24/hour
• Monthly bonus opportunity: $200-$1,500/month

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans.
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits.
• Employer-paid life and disability insurance.
• 11 observed holidays and PTO plan.
• Up to 12 weeks of paid family leave.
• Continuing education reimbursement.