Account Servicing Specialist (Collections and Recovery)

Account Recovery & Negotiation 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 Customer Communication & Relationship Management 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 Operational Effectiveness 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 Systems & Technical Execution 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 Collaboration & Team Contribution 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 Problem Solving & Judgment Analyze customer situations to determine the most appropriate repayment solutions Remain calm and composed during challenging interactions and resolve issues effectively

Collections & Recovery Experience 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 Communication & Interpersonal Skills Excellent verbal and written communication skills Strong active listening skills and ability to build trust with customers Ability to navigate sensitive financial conversations with empathy and professionalism Operational & Organizational Skills Strong time management and ability to handle a high-volume Ab