[Remote] Operations Coordinator, Collections, Bilingual (English/Spanish) Work From Home

Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company focused on providing better credit options to underserved consumers. They are seeking an Operations Coordinator for their Collections team, who will engage with customers to facilitate repayment solutions while maintaining high-quality service and adherence to company policies.ResponsibilitiesRepresent Mission Lane, professionally engaging with customers over the phone in regards to past due paymentLeverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactionsApproach customers with dignity and respect, identifying reasons for account delinquencySkillfully negotiate and problem-solve to secure mutually beneficial repayment solutionsMaintain strict adherence to all company policy, procedures, and regulatory requirements, while consistently delivering high-quality customer serviceSkills1+ year(s) of professional experience in a customer-focused, solutions-oriented roleDemonstrated negotiation and influence skills, with a track record of successfully overcoming customer objectionsFluency in both English & Spanish, with exceptional verbal and written communication skillsProblem solving skills to rapidly identify customer needs and recommend effective, tailored solutionsComposure when handling challenging conversations and the ability to de-escalateAbility to balance empathy and persuasion to facilitate customer repaymentTech-savvy, with the ability to quickly learn new software and systemsA growth mindset, open to feedback and continuous improvementDirect experience in consumer debt resolutionFamiliarity with contact center technologies (e.g. TCN (dialer), Zendesk)Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and SlackWorking knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA. FCRA, BSA, SCRA, MLA, UDAAP)BenefitsWellness stipend: $100 monthlyInternet stipend: $40 monthlyPaid Time Off (PTO)Company paid holidaysHealth, dental, and vision benefitsParental leaveRetirement savings: 401(k) plan with company matchingIT equipment: Provided for your role during employmentCompany OverviewMission Lane is a consumer finance company dedicated to helping everyone have access to fair and clear credit. It is a sub-organization of LendUp. It was founded in 2018, and is headquartered in Richmond, Virginia, USA, with a workforce of 501-1000 employees. Its website is https://www.missionlane.com/.



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