Senior Collections Specialist

Happy Money

4d•$50,000 - $65,000•Remote

About The Position

The Senior Collections Specialist is an experienced, floor-level expert who plays a key role in the day-to-day effectiveness of the Collections team. This role goes beyond core collections work — serving as a go-to resource for peers, a contributor to process documentation, and a skilled handler of complex and escalated customer situations. Our ideal candidate brings a deep understanding of collections processes and systems, a passion for customer experience, and a collaborative mindset that elevates the team around them.

Requirements

2+ years of experience in collections, customer operations, or a related field.
Deep understanding of collections processes, strategies, and regulatory considerations.
Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment.
Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike.
Detail-oriented with a passion for accuracy and process consistency.
Comfortable providing peer feedback and contributing to the growth and development of teammates.
Proactive problem solver who can pivot quickly to address immediate business needs.
Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira.
Ability to work independently with general instructions, managing priorities effectively with minimal supervision.
Flexibility with schedule changes and availability for overtime based on business needs.

Responsibilities

Contact past due customers, communicating professionally and persistently to facilitate resolution. You will interact with customers that range from 1 to 120+ days past due.
Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance.
Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience.
Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented.
Meet or exceed department performance targets through organized, proactive, and effective collections efforts.
Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability.
Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices.
Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers.
Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow.
Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience.
Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.