Account Servicing Specialist, Collections and Recovery

Novo

Account Servicing Specialist supporting small business customers in financial recovery at fintech startup. Managing accounts and negotiating repayment solutions while maintaining portfolio health.

Posted 6/5/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorMid-Level💰 $21 - $22 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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
Ability to navigate sensitive financial conversations with empathy and professionalism
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

Comp & perks

Positive, inclusive, supportive culture cheering you on your journey
Learning and development budgets to help you grow and bond with your team

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

collections experiencenegotiating repayment arrangementsskip tracing techniquesaccount servicinganalyzing customer datamanaging delinquent portfoliosdocumentation practicesrepayment solutionscustomer location strategieshigh-volume call management

Soft Skills

verbal communicationwritten communicationactive listeningempathyprofessionalismtime managementattention to detailadaptabilityownershipcollaboration