Operations Coordinator, Collections

Summary

Mission Lane is a purpose-driven fintech company using data, technology, and exceptional service to help people achieve financial progress. The Operations Coordinator will support the Collections & Recoveries team by speaking with customers about overdue payments, developing workable repayment plans, maintaining accurate records, meeting performance targets, and escalating complex issues.

Responsibilities

• 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

Skills

• 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
• This is a remote position for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, and VA
• 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)

Qualifications

Must Haves

• 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
• This is a remote position for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, and VA

Nice to Haves

• 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)

Benefits

• Paid time off
• 401(k) match
• A monthly wellness stipend
• Health/dental/vision insurance options
• Disability coverage
• Paid parental leave
• Flexible spending account (for childcare and healthcare)
• Life insurance
• A remote-first work environment
• This position offers a clear path for internal progression. Based on the achievement of defined performance goals, you would have the opportunity for promotion within your first year of employment.
• After promotion, you would be eligible for incentive pay based on performance, in addition to your base hourly rate.