Late-Stage Collections Representative

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.  #BI-Remote #LI-Remote

You must be able to travel to the Chicago office and work in a hybrid schedule (in-office Tuesday through Thursday, with the option to work remotely on Monday and Friday) during the first 3 months of employment. After that, you will transition to fully remote work.

About the role:

As a Late-Stage Collections Representative, your responsibilities will include contacting customers, negotiating effectively to identify solutions, and helping them resolve their balances with empathy and respect. Previous experience in third-party collections or a related field is required. Success in this role also demands comfort and proficiency in handling difficult customers through challenging situations.

Responsibilities:

• Effectively communicate with customers about the impact of overdue payments and help resolve their financial issues by either requesting full payment of the outstanding balance or creating alternative payment plans if full payment is not feasible
• Maintain accurate records of customer interactions, payment arrangements, and other relevant details in the customer database
• Manage incoming and outgoing calls to address customers with severely overdue loan payments, using both manual and automated dialing to reach delinquent account holders nationwide
• Process payments via check by phone, debit cards, or provide options for mailing payments
• Follow up with customers on their payment plans and recommend further actions for those who default
• Address customer concerns related to overdue payments with empathy and professionalism while adhering to all policies, procedures, and regulations
• Successfully de-escalate customer situations through effective negotiation and problem-solving skills, while ensuring a positive customer experience

Requirements:

• 2 or more years of third party or late-stage first party collections experience
• Previous experience in a call center environment
• Strong phone communication and verbal skills, with the ability to actively listen and provide assertive solutions.
• Experience using collection systems and automated dialers, with the ability to talk and type simultaneously.
• Preferred knowledge of CFPB, TCPA, and relevant state collection laws.
• Basic proficiency in navigating multiple computer systems.
• Bilingual in Spanish is a plus