Operations Coordinator - Collections & Recoveries

Mission Lane combines data, technology, and exceptional service to empower millions toward financial success. They are seeking Operations Coordinators for their Collections & Recoveries team to engage directly with customers about resolving overdue credit card payments.

The Impact You’ll Make:

Customers facing payment delays need clear, empathetic guidance. As an Operations Coordinator, you’ll:

Provide straightforward, respectful conversations about owed amounts and viable repayment plans.

Act as the trusted voice ensuring customers understand their options and move forward.

Key Responsibilities:

• Engage with customers to assess their financial situation and negotiate payment plans.
• Handle objections and pushback with patience and persistence, maintaining professionalism.
• Adhere to established scripts, tools, and compliance guidelines for consistent, ethical interactions.
• Quickly assess conversations and adapt approaches while keeping the goal clear.
• Maintain accurate records of all calls and outcomes in internal systems.
• Meet daily/weekly targets for collections, call quality, and productivity.
• Implement feedback rapidly to improve performance on subsequent calls.
• Escalate complex issues (e.g., disputes, technical problems) to managers immediately.
• Stay actively engaged in Collaboration Room AI, a virtual team space requiring camera presence during shifts.

Qualities for Success:

• Balance firmness and fairness in high-pressure conversations.
• Comfortably request payments while remaining patient with customer resistance.
• Stay composed and in control during tense interactions.
• Actively seek and apply feedback for continuous improvement.
• Follow structured procedures meticulously.
• Thrive in a connected, remote team environment.

Minimum Requirements:

• 1+ year of experience in phone-based, customer-facing roles (e.g., collections, customer service, sales).
• Strong verbal and written communication skills.
• Ability to consistently meet performance metrics in a data-driven environment.
• Reliable remote work setup with 80 Mbps+ download and a quiet workspace.
• High school diploma or GED.

Preferred Qualifications:

• Direct experience in consumer debt resolution.
• Fluency in English and Spanish (bilingual candidates earn $18.11–$20.16/hour).
• Familiarity with contact center tools (e.g., dialers, case management systems).
• Proficiency in Mac OS, Google Workspace, Tableau, and Slack.
• Knowledge of financial regulations (FDCPA, TCPA, FCRA, BSA, SCRA, MLA, UDAAP).

Work Arrangements:

• Remote role available for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, VA.
• Shifts offered: M-F, 8:30 AM–5:00 PM ET, 10:30 AM–7:00 PM ET, or 12:30 PM–9:00 PM ET.