Overview
A rapidly growing fintech organization is seeking an Account Servicing / Collections Specialist to support small business customers facing financial challenges and to help maintain the health of the lending portfolio. This role involves working directly with customers who have fallen behind on repayment obligations for merchant cash advances (MCA), credit cards, and other loan products. The specialist will engage customers primarily via inbound and outbound calls to understand their financial situations and negotiate realistic repayment solutions.
Responsibilities
- 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 including payment plans, restructures, or settlements
- Follow up on broken payment arrangements and renegotiate repayment plans as needed
- Educate customers on repayment expectations and strategies to prevent future delinquency
- Demonstrate empathy and professionalism when assisting 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 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
- Apply skip tracing techniques and tools to locate and contact customers when necessary
- Collaborate with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues
- Share insights and support team goals in a collaborative environment
- Respond promptly to internal inquiries and escalations related to customer accounts
- Analyze customer situations to determine appropriate repayment solutions
- Remain calm and composed during challenging interactions and resolve issues effectively
Requirements
- Minimum 2 years of collections experience
- Experience in collections, recovery, or account servicing, preferably within fintech, lending, or small business credit environments
- Proven ability to negotiate repayment arrangements and manage delinquent customer portfolios
- 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
- Strong time management skills 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
How Success is Measured
- Driving positive repayment outcomes through effective customer engagement
- Maintaining strong documentation and compliance practices
- Proactively and responsibly managing assigned accounts
- Contributing to team recovery goals and portfolio performance
- Continuously improving through coaching, feedback, and data-driven insights
Location
Offices available in New York City and India, with options for remote collaboration.
Equal Opportunity
The employer is an equal opportunity organization committed to diversity and inclusion. All qualified applicants will receive consideration regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.