Senior Collections Specialist

Happy Money

Senior Collections Specialist managing customer collections and team support at Happy Money. Handling escalated situations and contributing to team development in a fully remote environment.

Posted 4/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $50,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

Contact past due customers, communicating professionally and persistently to facilitate resolution.
Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance.
Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience.
Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented.
Meet or exceed department performance targets through organized, proactive, and effective collections efforts.
Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability.
Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices.
Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers.
Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow.
Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience.
Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.

Requirements

What you’ll need

2+ years of experience in collections, customer operations, or a related field.
Deep understanding of collections processes, strategies, and regulatory considerations.
Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment.
Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike.
Detail-oriented with a passion for accuracy and process consistency.
Comfortable providing peer feedback and contributing to the growth and development of teammates.
Proactive problem solver who can pivot quickly to address immediate business needs.
Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira.
Ability to work independently with general instructions, managing priorities effectively with minimal supervision.
Flexibility with schedule changes and availability for overtime based on business needs.

Benefits

Comp & perks

Generous medical, dental, vision, and HSA options with employer contributions.
Eligible for Monthly Performance Bonus
401k Plan with a matching contribution
Generous PTO including sick leave, vacation, volunteer, and more
Paid Parental Leave
Company-paid short & long term disability and life insurance
Monthly tech stipend to help cover expenses for remote work
Happy Money is a 100% fully distributed workforce

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

collections processesnegotiationaccount investigationsdocumentationprocess improvementcustomer experienceproblem solvingaccuracywriting skillstyping skills

Soft Skills

professionalismempathysound judgmentdetail-orientedpeer feedbackteam developmentproactiveindependenceflexibilitycommunication