Collections & Recovery Representative (Remote)

Enova International • Chicago, IL

2d • $25 • Remote

About The Position

In the role of a Collections & Recovery Representative, you will be responsible for resolving customer balances. This requires contacting customers and applying empathy and respect while effectively negotiating to find solutions. A key to success in this position is the ability to confidently and proficiently manage difficult customers through challenging situations.

Requirements

• 2 or more years of third-party or late-stage first-party collections experience, preferably in a call center environment.
• Strong phone communication and active listening skills, with the ability to provide clear, assertive solutions to customers.
• Experience using collection systems and automated dialers while navigating multiple computer systems and talking/typing simultaneously.
• Basic knowledge of FDCPA, TCPA, and applicable state and federal collection laws preferred.

Nice To Haves

• Bilingual in Spanish is a plus.

Responsibilities

• Communicate with customers regarding severely overdue loan payments, explaining the impact of delinquency while working to resolve balances through full payment or structured payment plans.
• Manage high-volume inbound and outbound calls using manual and automated dialing systems to contact delinquent account holders nationwide.
• Process payments via check-by-phone, debit card, or provide instructions for mailed payments.
• Maintain accurate records of customer interactions, payment arrangements, and account updates in the customer database.
• Follow up on payment plans, addressing missed commitments and recommending next steps when accounts default.
• Handle customer concerns with empathy and professionalism, using negotiation and problem-solving skills to de-escalate situations while adhering to company policies and regulatory requirements.
• Meet or exceed monthly collection and recovery goals while maintaining quality assurance standards and call handling metrics.

Benefits

• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day…Plus so much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed