What are the responsibilities and job description for the Account Recovery Specialist - Hybrid position at defi SOLUTIONS?
About Defi SOLUTIONS
defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customer lending processes with proven, scalable performance.
What is in it for You?
The Account Recovery Specialist is responsible for supporting customers through early-stage account recovery while delivering a professional, respectful, and solutions-focused customer experience. This role involves assisting customers with account questions, payment support, due dates, payoff information, account updates, and repayment options.
This position is ideal for someone who enjoys problem-solving, communicating with customers, working in a fast-paced contact center environment, and helping customers identify options to bring their accounts current.
Duties And Responsibilities
defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customer lending processes with proven, scalable performance.
What is in it for You?
- Paid Training
- Up to four weeks of PTO (Paid Time Off) allotted per year to encourage a healthy work/life balance
- Tuition Reimbursement
- Day One - Comprehensive Benefits Package
- We encourage your individual growth and look to promote within!
The Account Recovery Specialist is responsible for supporting customers through early-stage account recovery while delivering a professional, respectful, and solutions-focused customer experience. This role involves assisting customers with account questions, payment support, due dates, payoff information, account updates, and repayment options.
This position is ideal for someone who enjoys problem-solving, communicating with customers, working in a fast-paced contact center environment, and helping customers identify options to bring their accounts current.
Duties And Responsibilities
- Provide customer support for payment questions, due dates, payoff information, and account updates.
- Process ACH requests and provide accurate payoff quotes.
- Assist customers with early-stage account recovery for accounts 1–45 days past due.
- Discuss repayment options and help set up payment arrangements when appropriate.
- Review account information and document updates accurately.
- Use skip tracing tools to locate and update customer information.
- Maintain professionalism, empathy, and compliance during all customer interactions.
- Meet quality, adherence, and efficiency expectations in a high-volume contact center environment.
- High School Diploma or GED
- Experience in a High-Volume Contact Center: At least one (1) year of experience in a high-volume call center
- Proven Remote Work Experience: Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
- State Licensing Covered: We handle and fully cover all required collections licensing across multiple states – no cost to you.
- Previous experience in customer service, call center, collections, banking, finance, billing, retail management, or account support
- Experience working with customers in sensitive or high-stress situations
- Ability to remain calm, professional, and solutions-focused
- Strong attendance, reliability, and productivity history
- Experience meeting performance metrics in a contact center environment