Operations Coordinator

Who you are

• 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar)
• Strong verbal and written communication skills
• Ability to consistently meet performance expectations in a metrics-driven environment
• Ability to work a remote schedule while maintaining an active presence in Collaboration Room AI throughout your shift, camera on outside of breaks and lunch
• Fast, reliable internet (minimum 80 Mbps download / 8 Mbps upload) and a private, quiet workspace
• You can be firm and fair in the same conversation
• You're comfortable asking directly for payment and staying patient and persistent when a customer pushes back
• You stay calm and in control even when conversations get tense
• You seek out feedback and put it into practice
• You like structure and consistency, and you follow procedures accurately
• You enjoy being part of a connected, engaged remote team
• Direct experience in consumer debt resolution
• High school diploma or GED
• Familiarity with contact center technology (e.g., dialers, case management tools)
• Comfortable working with call center metrics
• Bilingual professional fluency in English and Spanish
• Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack
• Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA, FCRA, BSA, SCRA, MLA, UDAAP)

What the job involves

• We're hiring Operations Coordinators for our Collections & Recoveries team to have direct, honest conversations with customers every day about getting their accounts back on track, fairly and respectfully
• The impact you'll make:
• A customer’s fallen behind on a credit card payment
• They already know what they owe
• What they don't know is whether taking our call means getting further behind, or getting somewhere
• They need someone on the other end of the line who will tell them plainly what's owed and what their options are, listen to what's going on, and help them land on a plan that works for their life
• As an Operations Coordinator on the Collections & Recoveries team, you're that voice
• Your job on every call is to be straightforward, be kind, and get to a plan that helps the cardholder move forward
• As Operations Coordinator, you will:
• Speak with customers who've fallen behind on payment, understand their circumstances, and ask directly for what's owed, in full or through a workable payment plan
• Work with customers through pushback and objections, staying patient and persistent as you build toward a plan that works for them
• Follow established scripts, tools, and account guidelines to keep every conversation consistent, professional, and compliant
• Read a conversation quickly and adjust your approach, always keeping the ask in view
• Keep accurate, timely records of every call and outcome in our systems
• Meet daily and weekly targets for collections, call quality, and productivity
• Take coaching and feedback fast, and apply it on your very next call
• Flag anything unusual (a complex account, a dispute, a technical issue) to your manager right away for guidance
• Stay actively engaged with your team throughout your shift in Collaboration Room AI, our virtual, video-based team space where you and your teammates stay visible and connected in real time, the same way you would in a physical office
• This role operates within a highly supportive virtual team environment. We rely on Collaboration Room AI, Slack and Google Meet for daily communication, coaching, and team huddles to ensure consistent support and performance alignment
• Schedule:
• Depending on business need at time of hire, you may be offered one or more of the following shift options:
• Shift A: M-F, 8:30 AM - 5:00 PM Eastern Time
• Shift B: M-F, 10:30 AM - 7:00 PM Eastern Time
• Shift C: M-F, 12:30 PM - 9:00 PM Eastern Time

Benefits

• Work: Join an engaging culture with access to training programs and advancement opportunities
• Life: Get full health, dental, and vision benefits, FSA, paid parental leave, and 401k Company Match
• Balance: Enjoy generous PTO, flexible schedules, a Calm App subscription, and more