Operations Coordinator, Collections
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Job Description
Collections Operations Coordinator helping Mission Lane cardholders resolve overdue credit card payments. Conducting compliant calls, arranging payment plans, and meeting productivity targets remotely.
Responsibilities:
- Speak with customers who have fallen behind on payments, understand their circumstances, and request payment in full or through a workable payment plan
- Work through customer pushback and objections while building toward a workable plan
- Follow established scripts, tools, and account guidelines to ensure consistent, professional, and compliant conversations
- Read conversations quickly and adjust the approach while keeping the payment request in view
- Maintain accurate, timely records of every call and outcome in company systems
- Meet daily and weekly targets for collections, call quality, and productivity
- Apply coaching and feedback on the next call
- Escalate complex accounts, disputes, and technical issues to the manager
- Remain actively engaged with the team throughout the shift in Collaboration Room AI, a virtual video-based team space
- Use Slack and Google Meet for daily communication, coaching, and team huddles
Requirements:
- 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar)
- Strong verbal and written communication skills
- Ability to consistently meet performance expectations in a metrics-driven environment
- Ability to work a remote schedule while maintaining an active presence in Collaboration Room AI throughout the shift, with camera on outside breaks and lunch
- Fast, reliable internet with minimum 80 Mbps download / 8 Mbps upload
- Private, quiet workspace
- Direct experience in consumer debt resolution preferred
- High school diploma or GED preferred
- Familiarity with contact center technology, such as dialers and case management tools, preferred
- Comfort working with call center metrics preferred
- Bilingual professional fluency in English and Spanish preferred
- Proficiency with Mac OS, Google Workspace, Tableau, and Slack preferred
- Working knowledge of relevant financial regulatory requirements, including FDCPA, TCPA, FCRA, BSA, SCRA, MLA, and UDAAP, preferred
- Must be authorized to work in the United States; Mission Lane is not sponsoring new applicant employment authorization
Benefits:
- Paid time off
- 401(k) match
- Monthly wellness stipend
- Health, dental, and vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account for childcare and healthcare
- Life insurance
- Remote-first work environment
- Opportunity for promotion within the first year based on defined performance goals
- Incentive pay based on performance after promotion
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