Loan Servicing Representative

Job Description:

• Assist with recovery efforts on accounts 5 to 80 days delinquent
• Help customers with daily interest accrual, payment schedules, and due date change requests
• Use auto-dialing and manual calling strategies to connect with customers and arrange payment solutions
• Contact customers by phone to collect overdue payments and discuss payment arrangements
• Document customer interactions and account activities using collection software and systems
• Review delinquent accounts, determine collection strategies, identify at-risk accounts, and escalate complex cases or disputes
• Monitor payment trends and proactively engage customers experiencing financial difficulty
• Reduce delinquency while meeting collection targets and resolution rates
• Collaborate with legal, customer service, and other internal teams
• Comply with company guidelines, the FDCPA, and relevant regulations

Requirements:

• High school diploma or equivalent
• 0–3 years relevant work experience
• Previous experience in collections, customer service, or a related field
• Strong negotiation skills
• Advanced knowledge of collections processes, payment systems, and applicable collections laws and regulations
• Excellent verbal and written communication skills
• Strong organizational skills and ability to manage a large portfolio of accounts
• Proficiency with collection software and systems and basic office software such as MS Office
• Ability to handle difficult or complex customer situations professionally
• Ability to work independently with minimal supervision and collaboratively as a team member
• Strong attention to detail and accurate account documentation and tracking
• Goal-oriented with focus on individual and team performance targets
• Ability to maintain composure in high-pressure situations and resolve disputes or complaints efficiently

Benefits:

• Monthly bonus
• Remote work arrangement