Specialty Collections Representative

We are hiring a Late-Stage Collections Specialist!

The Specialty Collections Representative role manages highly delinquent accounts, primarily 60–90+ days past due, approaching charge-off, or already written off. This role reviews and prioritizes the collections pipeline, conducts frequent outbound calls, follows up on payment commitments, negotiates realistic payment arrangements or settlements, and documents account activity thoroughly. The Specialist uses a fair but firm, persistent approach to secure repayment, minimize losses, and determine when accounts should move to legal, retrieval, asset recovery, or other escalated action.

• Manage and prioritize a portfolio of late-stage delinquent and written-off accounts, quickly reviewing account history and prior collection activity to determine the best next step.
• Conduct frequent outbound collection calls and respond to inbound inquiries from customers and authorized third parties to resolve past-due balances.
• Lead fair but firm conversations with customers, clearly communicating account status, payment expectations, available options, and potential next steps.
• Investigate barriers to payment and negotiate realistic payment arrangements, workout options, or settlements within established guidelines and approval requirements.
• Apply persistent and adaptable recovery strategies when customers are difficult to reach, previous arrangements have failed, or additional collection efforts are needed.
• Maintain accurate and timely account documentation, including customer contacts, payment commitments, arrangements, follow-up activity, and escalation decisions.
• Evaluate when accounts should remain in collections or move to legal, retrieval, asset recovery, or other escalated action, and coordinate additional recovery efforts when appropriate.
• Take ownership of portfolio results, including collection activity, cash recovered, payment commitments, follow-up completion, account resolution, and documentation quality, while following all applicable Company policies and compliance requirements.

• High school diploma or equivalent required; associate degree or higher preferred.
• 2–5 years of experience in collections, loss mitigation, account recovery, or a related financial services environment; experience with late-stage delinquency or charged-off accounts strongly preferred.
• Strong negotiation skills with the ability to evaluate customer circumstances and develop realistic payment, workout, or settlement solutions.
• Sound judgment and critical-thinking skills, including the ability to quickly assess account history, identify appropriate next steps, and make effective decisions within established guidelines.
• Strong verbal and written communication skills with the confidence and professionalism to navigate difficult, sensitive, or escalated customer conversations.
• Strong organizational and time-management skills with the ability to prioritize a high-volume portfolio, manage competing deadlines, and maintain consistent follow-up.
• High attention to detail and the ability to maintain accurate, timely, and thorough account documentation.
• Ability to work independently, take ownership of assigned accounts, and recognize when additional guidance, approval, or escalation is appropriate.
• Experience managing charged-off or written-off accounts and familiarity with bankruptcy-related collection considerations preferred.

• Competitive pay with monthly bonus potential
• Paid time off, company-paid holidays, and one floating holiday
• Medical, dental, and vision insurance
• Short- and long-term disability coverage
• Employer-paid life insurance
• Health Savings Account eligibility
• Employee Assistance Program
• 401(k) retirement plan with Safe Harbor employer matching