Collections Specialist

Collections Specialist (Customer Retention)

Minneapolis, MN (On-site, TractorWorks – North Loop)

Full-time

Experience: 1–3 years

Payva is building the financial engine that powers the creator economy, connecting digital entrepreneurs and their audiences through smart, transparent financial tools. We move fast, think big, and support customers making meaningful investments in coaching and high-ticket education through Payva payment plans.

We’re looking for a Collections Specialist to help customers successfully complete their payment plans, protect the creator experience, and strengthen Payva’s retention outcomes through professional, respectful, and compliant account servicing.

You’ll be on the front lines of Payva’s customer repayment experience — supporting customers who are paying for creator services over time. Your work ensures delinquent accounts are resolved quickly and respectfully, while maintaining a high-quality customer experience.

• Manage inbound and outbound phone communications with customers regarding past-due balances, payment plan status, and account questions.
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• Collect payments, set up repayment arrangements, and process payment updates in accordance with Payva policies and compliance requirements.
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• Educate customers on Payva’s payment plan terms, timelines, and available resolution options.
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• Identify and resolve root causes of delinquency, including payment failures, hardship situations, and customer confusion.
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• Document all customer interactions clearly and accurately in Payva’s CRM and collections tools.
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• Monitor assigned accounts daily, prioritize outreach, and take proactive action to prevent escalation.
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• Collaborate with Customer Support, Risk, and Creator Success teams to resolve escalations and improve repayment outcomes.
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• Provide feedback on trends, objections, and process gaps to improve scripts, workflows, and retention strategy.

• 1–3 years of experience in collections, customer retention, customer support, or a high-volume phone-based environment.
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• Strong phone presence and written communication skills, with the ability to manage sensitive financial conversations professionally.
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• Ability to balance empathy and accountability — you support customers while driving toward resolution.
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• High attention to detail and comfort working with payment tools, CRMs, and structured workflows.
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• Strong organizational skills and consistent follow-through.
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• Calm, solutions-oriented mindset in high-pressure or emotionally charged situations.
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• Comfort working in a fast-paced startup where processes evolve quickly.

• Experience in fintech, BNPL, lending, or payment-plan servicing.
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• Familiarity with coaching, online education, or creator-economy business models.
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• Experience handling hardship cases, disputes, or late-stage delinquency workflows.

We’re a fast-growing, early-stage company where you’ll have real ownership over the customer experience that keeps creators and their audiences thriving. You’ll work with a mission-driven, execution-focused team that values professionalism, speed, and continuous improvement.

This isn’t a place to hide behind scripts — it’s a place to deliver outcomes with integrity.