Delinquency Control Counselor-; PHX

Role Overview

Join a financial services team focused on helping members get back on track with past‑due loan and credit card accounts. In this role, you'll work with accounts that are 1-30 days delinquent, providing financial guidance, discussing available repayment options, and helping members find solutions that fit their situation.

This is a fast‑paced, call‑center‑based position that combines customer service, problem‑solving, collections, and administrative work. Success comes from strong communication skills, empathy, attention to detail, and the ability to work efficiently across multiple systems.

• Contact members regarding early‑stage past‑due loan and credit card accounts.
• Discuss payment options and loss mitigation programs to help resolve delinquency.
• Gather financial information and identify appropriate solutions based on member needs.
• Educate members on available options, including settlements and bankruptcy‑related processes when applicable.
• Send and document required member communications in accordance with company policies and regulatory requirements.
• Review account information to ensure records are accurate, current, and compliant.
• Complete reporting and account documentation activities.
• Use multiple systems and online tools to research accounts and track activity.
• Handle a high‑volume call environment averaging 80‑120+ calls per day.
• Balance customer service with collection goals while providing a positive member experience.

• Pay: $20.85 per hour.
• Contract‑to‑hire opportunity.
• Start Date:
  
  August 16, 2026.
• Training
  
  Schedule:
  
  Monday‑Friday, 08:00 AM‑04:30 PM Mountain Time.
• Regular
  
  Schedule:
  
  Approximately 09:30 AM‑06:00 PM MT or 10:30 AM‑07:00 PM MT depending on daylight savings time.
• Overtime may be available based on business needs.
• Hybrid work environment.
• Required onsite attendance during the first week of training.
• Additional onsite attendance may be required for up to one week per quarter.
• Work Location:
  
  Phoenix, Arizona.

• Education & Experience: High school diploma or equivalent with collections or call center experience, or an associate or bachelor's degree with customer‑facing experience such as retail, sales, or service environments.
• Skills: Strong customer service and communication skills; ability to manage a high‑volume call workload; experience working toward performance goals and productivity metrics; comfortable navigating multiple computer systems simultaneously; proficiency with Microsoft Office applications (Outlook, Word, Excel). Strong problem‑solving and critical‑thinking skills; ability to document account activity accurately and follow established procedures; professional, empathetic, and solution‑focused approach when working with customers.

• Opportunity to help people improve their financial situation through education and available repayment solutions.
• Entry‑level pathway into financial services and collections.
• Hybrid work arrangement.
• Large team with multiple openings.
• Stable environment with structured training and support.
• Experience developing customer service, negotiation, problem‑solving, and account management skills in a regulated industry.

The pay range for this position is $20.85 - $20.85 per hour.

• Medical, dental and vision coverage.
• Critical illness, accident and hospital coverage.
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available.
• Life insurance (voluntary life & AD&D for the employee and dependents).
• Short‑ and long‑term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time off/leave (PTO, vacation or sick leave).

• The company is an equal‑opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
• San Francisco Fair Chance Ordinance:
  Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
• Massachusetts Lie Detector:
  It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
• Use of Artificial Intelligence (AI):
  We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.