Portfolio Management Specialist (Collections)

FairSquare • San Diego, CA

11d • $26 - $28 • Hybrid

About The Position

The Portfolio Management Specialist manages an assigned portfolio of funded accounts and serves as a primary point of contact for customers after funding. The role combines customer service, loan modifications, and collections. It operates under general supervision, reports to Portfolio Management leadership, and works closely with Sales, Accounting, and Litigation.

This is a hybrid position with three days onsite and two days remote. The employee may choose one of three Monday–Friday schedules: 7:00–3:30, 7:30–4:00, or 8:00–4:30. The role is hourly and non-exempt, with a pay rate of $26.00–$28.00 per hour (annualized at $54,080–$58,240), and is eligible for additional incentives.

Requirements

• 1–3 years of experience in high-volume collections, loan servicing, or customer service; commercial lending, small business finance, or financial services experience is preferred.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Strong verbal and written communication skills, a professional and empathetic phone presence, and the ability to de-escalate difficult conversations.
• Strong negotiation skills and the ability to balance customer needs with company objectives.
• Sound judgment, critical thinking, and the ability to synthesize information and draw conclusions.
• Integrity and discretion when handling confidential customer and financial information.
• Excellent organizational skills and attention to detail, including accurate and timely documentation.
• Ability to prioritize, meet daily deadlines, shift priorities quickly, and handle multiple assignments simultaneously.

Nice To Haves

• Salesforce or similar CRM experience.
• Bilingual English/Spanish.

Responsibilities

• Serve as a primary point of contact for customer inquiries after funding, including balance and payoff requests and payment history.
• Respond promptly and professionally to inbound calls, emails, and texts; work assigned inbound email tasks and open activities so customer communications receive timely responses.
• Identify and escalate sensitive matters under company procedures, including bankruptcy filings or threats, attorney representation, debt relief company involvement, and customer complaints.
• Communicate and follow up with Sales, Accounting, and Litigation about customer accounts in a timely manner.
• Manage loan modification requests from intake and information gathering through decisioning and setup within established guidelines.
• Manage an assigned portfolio of funded accounts across company brands and servicing systems.
• Work daily return payment cases within the required timeframe.
• Reduce delinquency on assigned accounts through high-volume outbound calls and texts, negotiating payment schedules, payment arrangements, and lump sums.
• Perform other duties as assigned.

Benefits

• Additional incentives, including bonus eligibility.
• 401(k) match.
• Health and welfare benefits.
• Employee events throughout the year, including Bring Your Child to Work Day, a family picnic, an annual party, and sporting events.
• Growth opportunity.

What This Job Offers

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