What are the responsibilities and job description for the Collections Specialist position at Splash?
ABOUT THE ROLE:
Splash Financial is hiring a Collections Specialist who understands that a phone call about a past-due balance can either break trust or build it. You'll work directly with customers navigating real financial stress — helping them find a path forward through payment arrangements and hardship programs, while protecting the health of Splash's loan portfolio. This is a role for someone who takes pride in turning a hard conversation into a good outcome, who can hold a firm line while making a customer feel genuinely supported, and who sees every interaction as a chance to represent Splash at its best.
You'll collaborate closely with internal teams to share customer insights, flag emerging trends, and help shape the programs and policies that make a real difference for borrowers. If you're motivated by solving problems, hitting goals, and making a measurable impact — this is the role for you.
This is a full-time, in-person role based in our Phoenix, AZ office. Candidates must be located in the Greater Phoenix Area. Hours are Monday through Friday, 8:00am–5:00pm (Standard Time) and 9:00am–6:00pm (Daylight Saving Time).
WHAT YOU’LL DO AT SPLASH:
- Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy.
- Make outbound contact with past-due customers to secure payments or establish payment arrangements.
- Assess customers' financial situations and offer appropriate hardship programs.
- Resolve loan concerns and questions, aiming for first-contact resolution.
- Accurately document all interactions in our CRM to maintain clean records and support continuous improvement.
- Surface customer insights and trends to management to help improve products, policies, and operations.
- Follow up on open issues to ensure timely resolution and high customer satisfaction.
WHAT YOU’LL BRING TO SPLASH:
- 1–2 years of collections, loan servicing, or financial services experience.
- Strong verbal and written communication skills — you can deliver difficult news with clarity
- and care.
- Comfort navigating CRM platforms and a generally tech-savvy mindset.
- Proficiency in Microsoft Office or Google Suite.
- Ability to manage competing priorities without droppingthe ball.
- A problem-solving attitude and a genuine customer-first approach.
COMPENSATION:
The base pay for this role is $21.00 per hour, based on market data and internal compensation practices. This role may also be eligible for an incentive program based on performance.
Salary : $21