Role Description We are currently hiring Collections Representatives to help grow our company and ensure our mission is achieved! This role is a work from home position and can be performed remotely within a 60-mile radius of Draper, Utah. - Responsible for outbound and inbound calls, collecting on accounts that are past due - Provide top tier support and service to our customers Qualifications - Customer Service and prior collections experience with impeccable interpersonal skills - Excellent verbal and written communication skills - Computer and typing literacy/proficiency, working with multiple software applications/screens simultaneously - Phone experience in a customer service/call center environment - High school diploma or GED equivalent, must also be 18 years or older Requirements - You must be located within a 60-mile radius of Draper, UT - You must have a designated home-based workspace (preferably one that is quiet and free from distractions) - You must have a wired internet connection with internet service speeds of at least 10 mbps download and 4 mbps upload Benefits - Competitive Compensation - Full Health Benefits; Medical/Dental/Vision/Life Insurance + Paid Parental Leave - Company Matched 401k - Paid Time Off + Paid Holidays + Paid Volunteer Hours - Employee Resource Groups (Black Inclusion Group, Women in Leadership, PRIDE, Adelante) - Employee Stock Purchase Program - Tuition Reimbursement - Charitable Gift Matching - Job required equipment and services

Role Description Manage an assigned portfolio of client accounts, ensuring timely collection of outstanding invoices and resolution of payment-blocking issues. - Review and analyze AR Aging Reports; initiate proactive outreach to past-due customers and execute escalation and service hold protocols as required. - Execute daily Oracle invoicing and billing processes, coordinate exceptions, and submit invoices through customer portals to support prompt payment. - Build and maintain productive working relationships with internal and external stakeholders to support collections outcomes and customer satisfaction. - Maintain accurate customer profiles, collection notes, and account files, including documentation for Key, Major, and Alliance accounts with non-standard contractual terms. - Partner cross-functionally to identify process improvements that enhance operational efficiency, accelerate cash flow, and reduce Days Sales Outstanding (DSO). - Contribute to team coverage needs and participate in assigned projects and continuous improvement initiatives. Qualifications - Four or more years of experience in collections, credit, accounts receivable, or general accounting. - Minimum three years of direct customer-facing experience in a business-to-business (B2B) environment. - Demonstrated proficiency with ERP systems; Oracle experience strongly preferred. - Working knowledge of basic GAAP principles and the order-to-cash cycle. - Ability to review and interpret contracts governing financial obligations for both the customer and the organization. - Strong written and verbal communication skills; capable of managing complex billing and collections conversations with professionalism. - Proficient in Microsoft Office, with applied expertise in Excel and Word. Preferred Qualifications - Experience in the software or professional services industry. - Familiarity with customer payment portals and multi-channel billing workflows. - Demonstrated ability to identify process gaps and collaborate across departments to implement operational improvements. - Equivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree. Pay Transparency Statement US Base Salary Range: $47,000.00 - $61,100.00 Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs. The range displayed does not encompass the full potential of the role, which allows for further growth and career progression. In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants. *In no case will your pay fall below applicable local minimum wage requirements.

• Monitoring and reviewing account status reports to identify and resolve delinquent accounts • Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software • Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment • Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries • Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction • Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy • Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience • Additional duties, as assigned

• Own the monitoring and analysis of KOHO's delinquency and loss trends across all lending products — roll rates, cure rates, vintage performance, and charge-off trajectories • Build and maintain dashboards and reporting frameworks that give leadership real-time visibility into portfolio health and collections performance • Identify early warning signals of credit deterioration and propose proactive intervention strategies • Define and track the KPIs that matter: right-party contact rate, promise-to-pay rate, promise-to-pay kept rate, gross collections rate by delinquency stage, cost-per-dollar-collected, and post-charge-off recovery rates • Design and continuously optimize KOHO's contact strategy across the full delinquency lifecycle • Develop customer segmentation models to tailor treatment strategies based on delinquency stage, customer risk profile, payment behaviour history, and responsiveness • Partner with Product and Engineering to build or enhance in-app and digital nudges that encourage repayment before accounts reach critical delinquency stages • Ensure all contact strategies comply with applicable regulations • Design payment arrangement programs — including hardship plans, instalment options, fee suppression, and settlement / partial forgiveness offers • Lead the strategy of KOHO's third-party collections partners (BPOs) • Develop the strategy for post-charge-off debt recovery, including internal recovery, third-party debt placement, and debt sale decisions • Collaborate with Credit Strategy on the policy framework for re-qualifying defaulted customers for new credit products