Collections Associate

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Collections Associate based in the United States.** This remote role focuses on helping members resolve early-stage loan delinquencies while delivering professional, empathetic service. You’ll review account information, understand individual financial circumstances, and identify practical solutions to help bring loans back to current status. The position combines relationship management, negotiation, account analysis, and diligent follow-up in a goal-oriented environment. You’ll communicate with members through phone, written correspondence, and electronic channels while handling sensitive situations with confidence and tact. Your work will directly contribute to healthy loan portfolios while supporting members through challenging financial circumstances. The role is well suited to an organized, resilient, and service-oriented professional who enjoys learning and adapting to change. This is a fully remote opportunity with a strong emphasis on collaboration, performance, and professional development. ### Accountabilities - Review and manage assigned delinquent loan accounts in accordance with applicable laws, regulations, policies, and procedures. - Contact members with delinquent accounts through telephone, mail, and electronic communication channels. - Respond promptly to inbound calls, including returning member voicemails and addressing account-related questions. - Review loan data, payment history, and account information to understand the reasons for delinquency and assess repayment capacity. - Negotiate appropriate payment arrangements and solutions designed to help members bring their accounts current. - Monitor promises to pay and payment plans, follow up on commitments, and determine appropriate next steps when arrangements are not maintained. - Maintain accurate and detailed records of all member communications and collection activities, including matters related to delinquency, repossession, bankruptcy, and charge-offs. - Perform skip tracing to identify updated contact information, including phone numbers and addresses, when necessary. - Issue required member notices within established regulatory and procedural timelines. - Assist members with processing payments by phone and support corrections or adjustments to automatic payment arrangements. - Review account eligibility for payment deferments and process approved deferment requests. - Adjust eligible late fees and small balances in accordance with established policies and obtain appropriate management approval when required. - Respond to general loan inquiries and provide clear, professional assistance through verbal and written communication. - Research, analyze, and respond to questions concerning payment history and related payment protection or insurance matters. - Collaborate with colleagues to achieve departmental objectives related to delinquency performance, abandonment rates, service quality, and overall collection results. ## Requirements - At least 1 year of relevant professional experience. - Experience handling challenging customer service situations and resolving issues professionally, tactfully, and effectively. - Excellent verbal, written, listening, and interpersonal communication skills. - Ability to remain confident, assertive, composed, and empathetic when communicating with members in difficult circumstances. - Strong customer-service orientation with the ability to balance member needs with established collection policies and business objectives. - Ability to multitask effectively and prioritize responsibilities in a fast-paced, goal-oriented environment. - Strong organizational and analytical skills, with careful attention to detail and accurate documentation. - Resilience and adaptability, with the ability to remain productive when managing sensitive conversations and changing priorities. - Proficiency with computers and the ability to navigate multiple software applications and systems efficiently. - Ability to work independently while contributing effectively to a collaborative, team-oriented environment. - Willingness to learn new processes, systems, regulations, and collection practices. - Ability to work remotely with a reliable home-office setup. - Must reside in an eligible U.S. state for remote employment: **Florida, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Ohio, Texas, or Wisconsin**. ## Benefits - Fully remote work opportunity. - 20 days of paid time off annually. - 10 paid holidays. - 16 hours of paid Volunteer Time Off. - 401(k) retirement plan with up to a 6% employer match. - Medical, dental, and vision insurance with multiple plan options. - Health Savings Account with employer contributions. - Employer-paid life insurance. - Employer-paid short-term and long-term disability coverage. - Tuition reimbursement of **$4,000–$7,000 per calendar year**. - Robust learning and development programs. - Annual professional development stipend. - Opportunity to work in a collaborative, performance-focused environment that supports personal and professional growth. - Flexible remote-first work culture designed to promote balance, development, and job satisfaction.