Role Description
The Servicing Representative supports the Lending Department by handling inbound borrower calls and, when needed, assisting with early-stage collections. This role works directly with borrowers to resolve past-due balances in a compliant, professional, and borrower-focused manner. The position is essential to supporting portfolio performance, resolving borrower concerns, reducing credit losses, and ensuring all servicing activity is completed accurately, empathetically, and in accordance with applicable regulatory and institutional requirements.
Responsibilities
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Borrower Communication:
Manage early- to mid-stage delinquent accounts through inbound and outbound borrower communication, including phone, email, and SMS, in accordance with applicable policies and regulatory requirements.
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Account Resolution:
Negotiate appropriate payment arrangements, repayment plans, or other resolution strategies to reduce delinquency, prevent avoidable charge-offs, and support borrower account rehabilitation.
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Documentation:
Maintain complete, accurate, and timely account notes within servicing systems, including borrower communications, payment commitments, disputes, and escalation activity.
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Inbound Servicing Support:
Assist with inbound call handling as needed while providing a professional, consistent, and compliant borrower experience.
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Compliance:
Follow all applicable laws, regulations, company policies, and procedures governing borrower communications, collections activity, skip tracing, documentation, and account management.
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Escalations:
Identify and escalate complaints, disputes, bankruptcy notices, SCRA/MLA matters, hardship requests, and other sensitive account issues in accordance with established procedures.
Qualifications
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High school diploma or equivalent required.
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Associate’s or Bachelor’s degree preferred.
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Minimum of 1–3 years of servicing experience, preferably involving personal loans, installment lending, or secured and unsecured consumer debt.
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Experience in financial services, fintech, banking, or another regulated lending environment preferred.
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Working knowledge of collection-related regulatory requirements, including the FDCPA and Regulation F.
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Strong verbal and written communication skills, with the ability to manage sensitive borrower conversations with professionalism, empathy, and sound judgment.
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High attention to detail, strong documentation habits, and the ability to work accurately within servicing systems.
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Demonstrated ability to balance borrower-centered communication with results-driven account resolution.
Core Competencies
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Strong customer service and relationship management skills.
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Excellent verbal and written communication abilities.
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Professional borrower communication and conflict resolution.
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Regulatory awareness and compliance discipline.
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Strong problem-solving and analytical skills.
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Negotiation, follow-through, and results orientation.
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Accuracy, accountability, and sound documentation practices.
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Ability to work independently and collaboratively within a team environment.
Company Description
J.G. Wentworth is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. J.G. Wentworth makes hiring decisions based solely on qualifications, merit, and business needs at the time.
