Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company focused on providing better credit options to underserved consumers. They are seeking an Operations Coordinator for their Collections team, who will engage with customers to facilitate repayment solutions while maintaining high-quality service and adherence to company policies.
Responsibilities
- Represent Mission Lane, professionally engaging with customers over the phone in regards to 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
Skills
- 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
- Fluency in both English & Spanish, with 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)
Benefits
- 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
Company Overview
Mission Lane is a consumer finance company dedicated to helping everyone have access to fair and clear credit. It is a sub-organization of LendUp. It was founded in 2018, and is headquartered in Richmond, Virginia, USA, with a workforce of 501-1000 employees. Its website is https://www.missionlane.com/.
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