Collections Specialist

LendingPoint•Kennesaw, GA

17d•Onsite

About The Position

Responsible for contacting borrowers with delinquent consumer loan accounts to resolve past-due balances through compliant, professional communication. This role assesses borrower circumstances, presents appropriate resolution options, and supports loss mitigation efforts while maintaining positive customer relationships in a fast-paced, dialer-driven environment.

Requirements

High school diploma or equivalent required.
Minimum of one (1) year of experience in collections, financial services, or a customer-facing role involving regular customer communication.
Proficiency in email management and basic use of Microsoft Office applications (including Word and Excel).
General working knowledge of consumer financial regulations and compliance requirements applicable to collections activities (e.g., FDCPA, UDAAP, TCPA, FCRA, CFPB).
Working knowledge of basic business math concepts, including payment calculations and balance reconciliation.

Responsibilities

Establish telephone, email, and written contact with customers to determine the cause of delinquency and identify viable options to bring accounts current.
Develop and maintain professional customer relationships by understanding changes in borrower circumstances, following up on commitments, and ensuring promises-to-pay are monitored and met.
Conduct all collection activities in accordance with company policies, procedures, and applicable laws and regulations (e.g. FDCPA).
Prevent losses and improve recovery outcomes through effective negotiation and execution of assigned collection campaigns.
Negotiate payment arrangements, settlements, workout agreements, or recovery plans in accordance with company policies and procedures.
Accurately document all customer interactions, account activity, and resolution efforts within designated collection systems while meeting productivity and performance standards.
Review, process, and verify customer account balances, payment histories, and related documentation to support resolution decisions.
Evaluate delinquent accounts and determine appropriate next steps based on risk, borrower circumstances, and company guidelines.
Perform investigative activities, including skip tracing, to locate customers using approved databases and system records.
Maintain accurate, complete, and current customer and account information, including contact details and communication preferences, across all company systems.
Achieve and maintain assigned monthly individual key performance indicators (KPIs ) in accordance with departmental standards, quality expectations, and company performance requirements.
Achieve and maintain required monthly Quality Assurance (QA) scores and comply with call monitoring, audit, and compliance standards.
Represent the company in a professional and courteous manner, delivering a high level of customer service while supporting company values and objectives.