Debt Collection Specialist
Kashable is a fast growing, venture-backed FinTech startup headquartered in NYC. They are seeking a Debt Collection Specialist to review and collect on assigned delinquent loans, engage with consumers, and assist users in resolving their delinquencies.
Responsibilities
- Review and collect on assigned delinquent loans by gathering background data, documenting member conversations, and ensuring required notifications are sent to members
- Conduct debtor’s outreach via phone and email to engage and assist our users with resolutions to current delinquencies
- Evaluate debtor’s current circumstances and finances in order to provide an appropriate option for our users to address their financial hardship
- Speak directly with customers regarding delinquent payments, investigates complaints and verifies the accuracy of charges
- Research and make recommendations for collections efforts and report issues with customer accounts to management
- Review collection techniques and provide feedback to management
- Receive inbound and place outbound collection calls
- Research and review user’s agreements and terms when necessary
- Handle incoming support requests from customers and prospects through various channels, such as live chat, email, and phone
- Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features
- Identify/troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties
- Contribute to team KPIs (Key Performance Indicators) by improving average response and resolution times, as well as customer satisfaction ratings
- Collaborate with other members of operations and customer success teams to escalate issues where appropriate
Skills
- Bachelor's degree with 1+ years in experience preferably in consumer lending & Collections
- 1-2 years of experience in collections, banking, retail, or customer service required
- Extremely comfortable with computers and G-suite and able to quickly learn new systems & processes
- Strong negotiating, communication, typing, and written communication skills
- You find comfort in communicating the ‘tough stuff' with compassion and clarity
- Detail-oriented and a passion for accuracy
- Strong customer service skills and the ability to skillfully handle confrontation
- Goal-oriented and experienced in high-performance teams
- Comfortable spending a majority of your time engaging with a customer over the phone
- You have a passion for analyzing puzzles, and strategically putting the pieces together
- Demonstrated analytical, problem-solving and system knowledge, and passion for process improvement
- Ability to multi-task, remain organized, prioritize, and work independently
- Knowledge of the fundamentals of collections concepts and practices is desired (including the FDPCA and applicable collections laws)
- Customer service: 1 year (Required)
- Collections: 1 year (Required)
- Ability to commute/relocate: Las Vegas, NV 89118: Reliably commute or planning to relocate before starting work (Required)
- Experience in Loan Servicing or Consumer Collections, Debt Settlement, Debt Consolidation, Loss Mitigation, preferably with a bank, credit union, loan servicing company or other financial services organization a plus
- Prior experience providing customer service in an eCommerce business is a plus
- Bi-lingual a plus
- Experience in FinTech and start-up environments
- Proficiency in Spanish is a Plus
Benefits
- Generous Healthcare coverage including Dental & Vision benefits
- Great PTO and Holidays
- 401k Plan with Employer Match
- Paid parental leave
- Subsidized ClassPass membership
- Weekly catered lunches and snacks in a fully stocked office
Company Overview