Servicing Specialist

Capital Good Fund • Providence, RI

19h • $0 - $20

About The Position

The Servicing Specialist is part of Capital Good Fund’s team and social mission. The role provides high-level customer support to borrowers, explains and offers loan repayment solutions, guides borrowers through financial hardship, and helps ensure the long-term sustainability of the loan portfolio. The position works closely with borrowers and collaborates with departments across the organization to maximize the impact and financial performance of the loan portfolio.

The specialist’s responsibilities span customer service, payment processing, account negotiation, and conflict resolution. The role includes carrying out debt collection strategies in compliance with federal and state regulations, managing borrower requests, and providing payment solutions consistent with the organization’s loan servicing policies. The specialist also contributes feedback and performance information about the Loan Servicing Department to the broader organization.

Requirements

• Fluent written and verbal communication in English and Spanish.
• Excellent attention to detail, accountability, and a process-oriented approach.
• Proactivity, initiative, good judgment, and the ability to make and act on decisions with minimal supervision.
• Strong personal computer skills, including Microsoft Word, Microsoft Excel, and internet navigation, and comfort learning technology systems and software.
• Professional customer service experience.
• Ability to work independently and as part of a team.
• Enjoy working with people and ability to empathize with people from different backgrounds.
• Problem-solving abilities and ability to thrive in a startup environment while learning quickly.

Nice To Haves

• Experience in financial services and consumer debt and credit.
• Experience working in low-income or distressed communities.
• Knowledge of applicable laws and lending regulations, including FCRA and FDCPA.
• Bachelor’s degree or equivalent experience.
• Previous experience in personal or auto lending, banking, and/or debt collections industries.

Responsibilities

• Communicate fluently in English and Spanish, both verbally and in writing.
• Support borrowers through customer service, payment processing, account negotiation, and conflict resolution.
• Carry out debt collection strategies while complying with applicable federal and state regulations.
• Provide courteous, compassionate, knowledgeable, and professional customer service in person and through other communication methods.
• Accurately enter data into software systems and safeguard sensitive information.
• Use software including Cloud Lending, Salesforce, and Microsoft Suite, among other tools.
• Contact and service borrowers by telephone, email, letters, faxes, and text messages.
• Manage borrower requests and provide payment solutions that meet their needs and align with Loan Servicing policies.
• Report on and provide feedback about the activities and performance of the Loan Servicing Department.

What This Job Offers

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