Senior Collections Specialist

🕒 April 27

🇺🇸 United States – Remote

💵 $50k - $60k / year

⏰ Full Time

🟠 Senior

📞 Collections

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Happy Money

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💸 Finance

💳 Fintech

Finance • Fintech

Happy Money is a company that offers personal loans with the goal of promoting financial happiness and well-being. They provide loans ranging from $5,000 to $40,000 at competitive rates starting from 8. 95% APR. Happy Money collaborates with community-focused lending partners to offer a transparent and simple lending process designed to help individuals pay off credit card debt and achieve personal financial goals. Checking your rate is free and doesn’t affect your credit score. Their services are aimed at fostering a debt-free lifestyle and improving members' financial confidence and credit scores.

📋 Description

• Contact past due customers, communicating professionally and persistently to facilitate resolution. • Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance. • Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience. • Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented. • Meet or exceed department performance targets through organized, proactive, and effective collections efforts. • Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability. • Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices. • Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers. • Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow. • Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience. • Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.

🎯 Requirements

• 2+ years of experience in collections, customer operations, or a related field. • Deep understanding of collections processes, strategies, and regulatory considerations. • Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment. • Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike. • Detail-oriented with a passion for accuracy and process consistency. • Comfortable providing peer feedback and contributing to the growth and development of teammates. • Proactive problem solver who can pivot quickly to address immediate business needs. • Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira. • Ability to work independently with general instructions, managing priorities effectively with minimal supervision. • Flexibility with schedule changes and availability for overtime based on business needs.

🏖️ Benefits

• Generous medical, dental, vision, and HSA options with employer contributions. • Eligible for Monthly Performance Bonus • 401k Plan with a matching contribution • Generous PTO including sick leave, vacation, volunteer, and more • Paid Parental Leave • Company-paid short & long term disability and life insurance • Monthly tech stipend to help cover expenses for remote work • Happy Money is a 100% fully distributed workforce