Operations Coordinator, Collections (Work From Home)

Mission Lane LLC•Salt Lake City, UT

5d•$17 - $19•Remote

About The Position

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind? We're looking for critical thinkers with strong communication, negotiation, and technical skills to join our Collections team as Operations Coordinators. This is a full-time, remote position with comprehensive benefits. The Impact You'll Make As a valued member of our virtual call center team, you will be on the front lines of enabling financial progress for Mission Lane customers. You’ll expertly engage with past-due cardholders on the phone, listen to their unique situations, and pave their way toward recovery. Successful candidates are sharp problem solvers who leverage both genuine empathy and professional persistence to secure repayment, offering a path to recovery for our customers.

Requirements

1+ year(s) of professional experience in a customer-focused, solutions-oriented role
Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections
Exceptional verbal and written communication skills
Problem solving skills to rapidly identify customer needs and recommend effective, tailored solutions
Composure when handling challenging conversations and the ability to de-escalate
Ability to balance empathy and persuasion to facilitate customer repayment
Tech-savvy, with the ability to quickly learn new software and systems
A growth mindset, open to feedback and continuous improvement

Nice To Haves

Direct experience in consumer debt resolution
Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk)
Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack
Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA. FCRA, BSA, SCRA, MLA, UDAAP)

Responsibilities

Represent Mission Lane, professionally engaging with customers over the phone in regards to past due payment.
Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions.
Approach customers with dignity and respect, identifying reasons for account delinquency.
Skillfully negotiate and problem-solve to secure mutually beneficial repayment solutions.
Maintain strict adherence to all company policy, procedures, and regulatory requirements, while consistently delivering high-quality customer service.