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Join the Movement
Operations Coordinator, Collections
Location
Virginia
Posted
121 days ago
Salary
$17 - $19 / hour
Seniority
Junior
Job Description
Operations Coordinator, Collections
Mission Lane
• Represent Mission Lane, professionally engaging with customers over the phone regarding 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.
Job 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
- Direct experience in consumer debt resolution (preferred)
- Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk) (preferred)
- Proficiency with key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack (preferred)
- Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA. FCRA, BSA, SCRA, MLA, UDAAP) (preferred)
Benefits
- Wellness stipend: $100 monthly
- Internet stipend: $40 monthly
- Paid Time Off (PTO)
- Company paid holidays
- Health, dental, and vision benefits
- Parental leave
- Retirement savings: 401(k) plan with company matching
- IT equipment: Provided for your role during employment
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