Account Servicing Specialist, Collections and Recovery

🔥 7 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $21 - $22 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Collections

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Novo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

💳 Fintech

🤝 B2B

🏦 Banking

💰 $35M Series B on 2022-11

Fintech • B2B • Banking

Novo is a fintech company offering a range of banking services tailored for small businesses, freelancers, self-employed individuals, and consultants. Known for its user-friendly platform, Novo provides tools such as business banking accounts, credit cards, funding solutions, and bookkeeping with AI-powered transaction categorization. Novo integrates with top business tools and provides resources to help customers manage budgets, invoices, and financial insights. Offering secure, seamless banking services, Novo partners with banks like Middlesex Federal Savings to provide FDIC-insured deposit accounts.

📋 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 • Ability to navigate sensitive financial conversations with empathy and professionalism • 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 • Learning and development budgets to help you grow and bond with your team