Operations Coordinator, Collections

Summary

Mission Lane is a purpose-driven fintech company that uses data, technology, and exceptional service to help customers make financial progress. The Operations Coordinator will speak with customers who are behind on credit card payments, understand their circumstances, and help establish workable repayment plans while maintaining accurate records, meeting performance targets, and following compliant procedures.

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
• • 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

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
• 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.