Account Servicing Specialist, Collections and Recovery

Job Description: • Manage a portfolio of delinquent accounts across all stages of delinquency • Contact customers through outbound and inbound calls to discuss past-due balances • Negotiate repayment solutions such as payment plans, restructures, or settlements • Follow up on broken payment arrangements and renegotiate repayment plans when necessary • Educate customers on repayment expectations and strategies to prevent future delinquency • Demonstrate empathy and professionalism when working with customers experiencing financial hardship • Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions • De-escalate difficult customer interactions while maintaining professionalism • Manage high call volumes while maintaining quality customer interactions • Prioritize accounts appropriately based on delinquency stage and portfolio strategy • Maintain detailed and accurate documentation of customer communications and repayment agreements • Utilize internal CRM and collections management systems to track account activity • Maintain organized account records and ensure data accuracy across customer interactions • Apply skip tracing techniques and available tools to locate and contact customers when necessary • Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues • Contribute to a collaborative team environment by sharing insights and supporting team goals • Respond promptly to internal inquiries and escalations related to customer accounts • Analyze customer situations to determine the most appropriate repayment solutions • Remain calm and composed during challenging interactions and resolve issues effectively Requirements: • Minimum 2 years of collections experience • Previous experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environments • Experience negotiating repayment arrangements or managing delinquent customer portfolios • Excellent verbal and written communication skills • Strong active listening skills and ability to build trust with customers • Strong time management and ability to handle a high-volume call environment • Excellent attention to detail with consistent and accurate documentation practices • Ability to prioritize work and adapt to changing operational priorities • Experience working with CRM or collections management systems • Ability to analyze account information and customer data to inform repayment solutions • Familiarity with skip tracing or customer location strategies is a plus • Strong sense of ownership and accountability for assigned accounts • Ability to remain composed in high-pressure situations • Collaborative team player who contributes to a positive team environment • Demonstrated initiative and willingness to learn and grow Benefits: • Positive, inclusive, supportive culture cheering you on your journey • We work with very new technologies and architecture patterns • We provide learning and development budgets to help you grow and bond with your team • Offices in NYC, and India for those that want to whiteboard in person Apply tot his job Apply To this Job