What are the responsibilities and job description for the Collections Agent position at Above Lending?
Above Lending is a next-generation financial services company. We provide simple and transparent products aimed at helping our clients achieve their personal finance goals. With competitive rates and personalized support, our mission is to simplify the lending process and help borrowers attain financial well-being. We are committed to making credit more affordable and accessible.
A Collections Agent will play a crucial role in managing and resolving early-stage delinquent accounts. This position requires excellent communication skills, a strong understanding of customer behavior, and the ability to negotiate effectively. The successful candidate will be responsible for reviewing and analyzing accounts, engaging clients to resolve outstanding issues, and ensuring that accounts are managed in accordance with company policies and regulatory requirements.
We are looking for agents available to work the following shifts:
10m to 7pm
You will
- Review and analyze delinquent accounts to determine the best course of action for resolution.
- Contact clients via phone and email to discuss their accounts and provide solutions for repayment and long term goals.
- Negotiate repayment plans with clients in a professional and empathetic manner.
- Document all interactions and agreements with clients in the company’s system accurately and promptly.
- Conduct skip tracing activities to locate hard-to-reach or unresponsive customers using various investigative tools and techniques.
- Monitor accounts to ensure compliance with agreed-upon payment plans.
- Collaborate with internal departments, such as Customer Service and Special Handling, to resolve complex account issues.
- Maintain up-to-date knowledge of company policies, procedures, and regulatory requirements related to account resolution.
- Provide excellent customer service and support to clients throughout the resolution process.
- Identify and escalate unresolved issues to the Operations Manager when necessary.
- Participate in team meetings and training sessions to stay informed about industry trends and updates.
You have
- High school diploma or equivalent; Associate’s or Bachelor’s degree in related field is preferred.
- Minimum of 2 years experience in account resolution, collections, or a related role within financial services.
- Strong understanding of financial products, services, and regulations.
- Excellent verbal and written communication skills.
- Ability to negotiate and resolve conflicts effectively.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Office Suite and experience with CRM software.
- High level of integrity and commitment to maintaining client confidentiality.
- Ability to work independently and as part of a team in a fast-paced environment.
We Offer
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
In addition to base compensation, this position qualifies for commission. Collections Agents earn a monthly commission based on the agents’ conversion and efficiency, subject to the terms outlined in the company's commission plan.
The compensation range is based on the level outlined in the job posting, and compensation decisions are dependent on each applicant's experience, skills and abilities.
Join our dynamic team and contribute to Above Lending’s success as we continue to provide innovative lending solutions to our customers.
Under the California Consumer Privacy Act (“CCPA”), Above Lending is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.
*Above Lending is an equal opportunity Employer*
Above Lending does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Above Lending employees or the Above Lending Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Above Lending HR team.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.