Operations Coordinator, Collections

Operations Coordinator, Collections

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success.

We're looking for critical thinkers with strong communication, negotiation, and technical skills to join our Collections team as Operations Coordinators.

This is a full-time, remote position with comprehensive benefits.

As a valued member of our virtual call center team, you will be on the front lines of enabling financial progress for Mission Lane customers. You’ll expertly engage with past‑due cardholders on the phone, listen to their unique situations, and pave their way toward recovery.

Successful candidates are sharp problem solvers who leverage both genuine empathy and professional persistence to secure repayment, offering a path to recovery for our customers.

• Represent Mission Lane professionally engaging with customers over the phone regarding past‑due payment.
• Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions.
• Approach customers with dignity and respect, identifying reasons for account delinquency.
• Skillfully negotiate and problem‑solve to secure mutually beneficial repayment solutions.
• Maintain strict adherence to all company policy, procedures, and regulatory requirements while consistently delivering high‑quality customer service.

• 1+ year(s) of professional experience in a customer‑focused, solutions‑oriented role.
• Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections.
• Exceptional verbal and written communication skills.
• Problem‑solving skills to rapidly identify customer needs and recommend effective, tailored solutions.
• Composure when handling challenging conversations and the ability to de‑escalate.
• Ability to balance empathy and persuasion to facilitate customer repayment.
• Tech‑savvy, with the ability to quickly learn new software and systems.
• A growth mindset, open to feedback and continuous improvement.

• Direct experience in consumer debt resolution.
• Familiarity with contact center technologies (e.g., TCN dialer, Zendesk).
• Proficiency with our key business technology platforms:
  Mac OS, Google Workspace, Tableau, and Slack.
• Working knowledge of relevant financial regulatory requirements (e.g., FDCPA, TCPA, FCRA, BSA, SCRA, MLA, UDAAP).

• This is a remote position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change.
• This role operates within a highly supportive virtual team environment. We rely on Slack and Google Meet for daily communication, coaching, and team huddles to ensure consistent support and performance alignment.

• Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.
• A private, quiet, and distraction‑free space with no interruptions.

• In Eastern Time (ET) (convert to your local time, as needed).
  • Training schedule (Paid): Duration:
    First 3 weeks;
    
    Hours:
    
    Monday–Friday 8:30 AM – 5:00 PM ET;
    
    Work schedule:
    
    Depending on business need at time of hire, you will be offered one or more of the following shift options:
  • Shift A: M‑F, 8:30 AM – 5:00 PM ET
  • Shift B: M‑F, 10:30 AM – 7:00 PM ET
  • Shift C: M‑F, 12:30 PM – 9:00 PM ET

• Starting hourly pay range: $17.25 – $19.20.

• Wellness stipend: $100 monthly.
• Internet stipend: $40 monthly.
• Paid Time Off (PTO).
• Company paid holidays.
• Health, dental, and vision benefits.
• Parental leave.
• Retirement savings: 401(k) plan with company matching.
• IT equipment:
  Provided for your role during employment.

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Founded in December 2018, Mission Lane is a purpose‑driven fintech company based in Richmond, Virginia. We offer credit…