Customer Service Rep - Remote

Aston Carter • City of Albany, NY

4d • $18 - $22 • Remote

About The Position

We’re seeking a Loan & Share Mediator to support our Collections team by managing delinquent loan accounts, member communications, and compliance‑based collection activity. This is an excellent opportunity for someone with strong call‑center or collections experience who enjoys problem‑solving, member advocacy, and detail‑oriented work.
As a Loan & Share Mediator (Billing Coordinator), you’ll be responsible for handling delinquent consumer and small commercial loan accounts while ensuring strict adherence to federal and state regulations. You’ll conduct outbound calls, review account documentation, recommend next‑step actions, and help members resolve delinquencies with empathy and accuracy. This role combines collections expertise, customer service, clerical accuracy, and regulatory awareness.

Requirements

• Outbound calling experience
• Call center background
• Strong Excel skills
• Must reside within the Albany or surrounding area.
• High School Diploma required
• 2+ years of telephone collections or call‑center experience preferred
• Strong attention to detail and documentation accuracy
• Ability to understand and apply regulatory standards

Nice To Haves

• Data entry
• Customer service
• General clerical or administrative experience
• Microsoft Office
• V‑Lookups and Excel functions
• Collections background

Responsibilities

• Manage assigned delinquent accounts, including:
• Negative share balances
• MasterCard accounts
• Consumer and small‑balance commercial loans
• Perform outbound calls to members regarding past due balances.
• Maintain accurate records supporting collection efforts and audits.
• Stay updated on:
• Bankruptcy and foreclosure regulations
• Telephone Collection Practices Act (TCPA)
• Fair Debt Collection Practices Act (FDCPA)
• Fair Credit Reporting Act (FCRA)
• CFPB guidelines
• Understand rules surrounding right of offset, freezing funds (SSI, SSD, pension), and deceased member procedures.
• Recommend repossessions, charge‑offs, and next‑step actions to management.
• Maintain productive relationships with attorneys, repossession agents, and related vendors.
• Track and report collection metrics and performance data.
• Provide excellent member service while meeting individual performance goals.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED