Collections Agent

• Make and receive calls, texts, and emails with past-due customers
• Negotiate payment arrangements and process payments according to policy
• Explain balances, payments, fees, and payoff amounts clearly
• Follow call scripts, contact limits, and FDCPA/Reg F, TCPA, and SCRA/MLA requirements
• Obtain and document proper ACH payment authorizations under NACHA rules
• Document every interaction accurately in the loan management system
• Escalate disputes, hardship cases, fraud claims, and complaints to the right team
• Meet daily productivity and quality goals

• 1+ year of experience in collections or customer service, ideally in lending, fintech, or banking
• Fluent English, written and spoken
• Basic knowledge of FDCPA/Reg F, TCPA, and fair collections practices
• Basic understanding of loan concepts: principal, interest, fees, past-due amount, and payoff
• Strong negotiation, empathy, and active listening skills
• Comfortable working toward daily targets in a fast-paced environment