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

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 clearer credit options for individuals with less-than-perfect credit scores. They are seeking an Operations Coordinator to engage with past-due cardholders, leveraging negotiation skills and empathy to facilitate repayment solutions while adhering to company policies and regulatory requirements.

Responsibilities

• Represent Mission Lane, professionally engaging with customers over the phone in regards to past due payment
• Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions
• Approach customers with dignity and respect, identifying reasons for account delinquency
• Skillfully negotiate and problem-solve to secure mutually beneficial repayment solutions
• Maintain strict adherence to all company policy, procedures, and regulatory requirements, while consistently delivering high-quality customer service

Skills

• 1+ year(s) of professional experience in a customer-focused, solutions-oriented role
• Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections
• Fluency in both English & Spanish, with exceptional verbal and written communication skills
• Problem solving skills to rapidly identify customer needs and recommend effective, tailored solutions
• Composure when handling challenging conversations and the ability to de-escalate
• Ability to balance empathy and persuasion to facilitate customer repayment
• Tech-savvy, with the ability to quickly learn new software and systems
• A growth mindset, open to feedback and continuous improvement
• Direct experience in consumer debt resolution
• Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk)
• 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)

Benefits

• Wellness stipend: $100 monthly
• Internet stipend: $40 monthly
• Paid Time Off (PTO)
• Company paid holidays
• Health, dental, and vision benefits
• Parental leave
• Retirement savings: 401(k) plan with company matching
• IT equipment: Provided for your role during employment

Company Overview