Loan Servicing Representative (Starting $18.60/hr + Monthly Bonus) (Remote)

Irving, TX

Full time

R5060

Job Summary:

Minimize losses by assisting with recovery efforts on accounts that are 5 to 80 days delinquent. Help customers with general inquiries such as daily interest accrual, payment schedules, and due date change requests. Utilize auto-dialing and manual calling strategies to connect with customers and arrange payment solutions.

Job Duties:

• Contact customers via phone to collect overdue payments, discuss payment arrangements, and answer inquiries regarding account status, payment options, or collection actions.

• Ensure appropriate documentation of all customer interactions and account activities using collection software and systems.

• Review delinquent accounts to determine appropriate collection strategies, identify at-risk accounts, and escalate complex cases or disputes to senior staff or management as necessary.

• Monitor payment trends, proactively engage with customers showing signs of financial difficulty.

• Work to reduce delinquency while achieving individual and departmental performance goals such as collection targets and resolution rates.

• Collaborate with internal teams, including legal and customer service, to resolve issues and support best practices across the department.

• Ensure compliance with all legal and company guidelines, including adherence to the Fair Debt Collection Practices Act (FDCPA) and relevant regulations.

Education and Work Experience:

• Education: High school diploma or equivalent

• Work Experience: 0-3 years relevant work experience

• Previous experience in collections, customer service, or a related field, with a demonstrated ability to manage delinquent accounts effectively.

• Strong negotiation skills with the ability to reach mutually beneficial payment agreements with customers.

• Advanced knowledge of collections processes, payment systems, and applicable laws and regulations related to collections.

• Excellent verbal and written communication skills, with the ability to clearly and professionally communicate with customers.

• Strong organizational skills, with the ability to manage a large portfolio of accounts and prioritize tasks effectively.

• Proficiency with collection software and systems, as well as basic office software such as MS Office.

• Ability to handle difficult or complex customer situations with professionalism, empathy, and problem-solving skills.

• Ability to work independently, with minimal supervision, while also being a collaborative team member.

• Strong attention to detail and the ability to document and track account status accurately.

• Goal-oriented, with a focus on meeting or exceeding individual and team performance targets.

• Ability to maintain composure in high-pressure situations and resolve customer disputes or complaints efficiently.

#LI-Remote

$18.60 - $22.45 hourly