We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Remote #LI-Remote
About the role:
As a Late-Stage Collections Representative, your responsibilities will include contacting customers, negotiating effectively to identify solutions, and helping them resolve their balances with empathy and respect. Previous experience in third-party collections or a related field is required. Success in this role also demands comfort and proficiency in handling difficult customers through challenging situations.
Responsibilities:
- Effectively communicate with customers about the impact of overdue payments and help resolve their financial issues by either requesting full payment of the outstanding balance or creating alternative payment plans if full payment is not feasible
- Maintain accurate records of customer interactions, payment arrangements, and other relevant details in the customer database
- Manage incoming and outgoing calls to address customers with severely overdue loan payments, using both manual and automated dialing to reach delinquent account holders nationwide
- Process payments via check by phone, debit cards, or provide options for mailing payments
- Follow up with customers on their payment plans and recommend further actions for those who default
- Address customer concerns related to overdue payments with empathy and professionalism while adhering to all policies, procedures, and regulations
- Successfully de-escalate customer situations through effective negotiation and problem-solving skills, while ensuring a positive customer experience
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Requirements:
- 2 or more years of third party or late-stage first party collections experience
- Previous experience in a call center environment
- Strong phone communication and verbal skills, with the ability to actively listen and provide assertive solutions.
- Experience using collection systems and automated dialers, with the ability to talk and type simultaneously.
- Preferred knowledge of CFPB, TCPA, and relevant state collection laws.
- Basic proficiency in navigating multiple computer systems.
- Bilingual in Spanish is a plus
Benefits & Perks:
- Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day…Plus so much more!
About Enova
Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus™platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions.
Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture here.
It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.