Loan Servicing & Collections Specialist

We're looking for a persistent, level-headed Collections Specialist to work delinquent accounts directly with customers. You'll spend most of your day on the phone — reaching past-due borrowers, understanding why they've fallen behind, and negotiating payment arrangements that actually get accounts current. If you're comfortable having direct conversations about money and can stay professional when a call gets tense, this is the role.

This is an hourly position. We're less interested in someone who works to a number and more interested in someone who works steadily and gets through their queue.

• Make outbound calls and handle inbound contact on past-due accounts across all delinquency stages
• Negotiate payment arrangements, promises to pay, and settlements within approved guidelines
• Skip-trace and re-contact accounts where phone numbers or addresses have gone stale
• Take payments, post them accurately, and update account notes and customer information after every contact
  
  Identify accounts that need escalation — repossession, charge-off, legal referral, or hardship review — and route them appropriately
• Follow FDCPA, TCPA, and state collection requirements on every call; no shortcuts
• Answer customer questions about balances, contract terms, payoffs, and payment history clearly and accurately
• Keep your queue moving and stay productive without needing to be prompted

• 1-2+ years of collections experience, preferably in the alarm/home security industry or consumer finance (auto, installment lending, home improvement contracts, or similar)
• Familiarity with retail installment contracts, RICs, or recurring monthly service agreements is a strong plus
• Working knowledge of FDCPA and TCPA rules
• Comfortable with high call volume and repeated contact attempts
• Self-directed — able to stay on task through a full shift without close supervision
• Solid Excel and 10-key skills; able to work in a loan servicing or CRM system
• Clear phone presence — firm when it's needed, professional always

• Experience with early-stage (1-30 DPD) and late-stage (60+ DPD) collections