Novo

Account Servicing Specialist, Collections and Recovery

Novo

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Manage a portfolio of delinquent accounts across all stages of delinquency
  • Contact customers through outbound and inbound calls to discuss past-due balances
  • Negotiate repayment solutions such as payment plans, restructures, or settlements
  • Follow up on broken payment arrangements and renegotiate repayment plans when necessary
  • Educate customers on repayment expectations and strategies to prevent future delinquency
  • Demonstrate empathy and professionalism when working with customers experiencing financial hardship
  • Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions
  • De-escalate difficult customer interactions while maintaining professionalism
  • Manage high call volumes while maintaining quality customer interactions
  • Prioritize accounts appropriately based on delinquency stage and portfolio strategy
  • Maintain detailed and accurate documentation of customer communications and repayment agreements
  • Utilize internal CRM and collections management systems to track account activity
  • Maintain organized account records and ensure data accuracy across customer interactions
  • Apply skip tracing techniques and available tools to locate and contact customers when necessary
  • Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues
  • Contribute to a collaborative team environment by sharing insights and supporting team goals
  • Respond promptly to internal inquiries and escalations related to customer accounts
  • Analyze customer situations to determine the most appropriate repayment solutions
  • Remain calm and composed during challenging interactions and resolve issues effectively

Requirements

  • Minimum 2 years of collections experience
  • Previous experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environments
  • Experience negotiating repayment arrangements or managing delinquent customer portfolios
  • Excellent verbal and written communication skills
  • Strong active listening skills and ability to build trust with customers
  • Strong time management and ability to handle a high-volume call environment
  • Excellent attention to detail with consistent and accurate documentation practices
  • Ability to prioritize work and adapt to changing operational priorities
  • Experience working with CRM or collections management systems
  • Ability to analyze account information and customer data to inform repayment solutions
  • Familiarity with skip tracing or customer location strategies is a plus
  • Strong sense of ownership and accountability for assigned accounts
  • Ability to remain composed in high-pressure situations
  • Collaborative team player who contributes to a positive team environment
  • Demonstrated initiative and willingness to learn and grow
Benefits
  • Positive, inclusive, supportive culture cheering you on your journey
  • We work with very new technologies and architecture patterns
  • We provide learning and development budgets to help you grow and bond with your team
  • Offices in NYC, and India for those that want to whiteboard in person
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
collections experiencenegotiating repayment arrangementsskip tracing techniquesaccount servicinganalyzing customer datadocumentation practicesmanaging delinquent portfoliosrepayment solutionscustomer location strategies
Soft Skills
verbal communicationwritten communicationactive listeningtime managementattention to detailprioritizationcomposure under pressureempathyprofessionalismcollaborative team player