Senior Collections Specialist

<h1>ABOUT HAPPY MONEY</h1>

<p>Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence. <br><br>Happy Money’s end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $6.5 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at happymoney.com. View our <a href="https://drive.google.com/file/d/1PlDoDVlGPfcmkNK5meAmsnFV6DVuiypG/view?usp=drive_link" rel="noopener noreferrer">Employee Privacy Policy</a> here.&nbsp;<br><br>Happy Money is a 100% fully distributed company. Remote work doesn’t mean less work, we work full-time jobs and show up to them fully every day. See more in our <a href="https://drive.google.com/file/d/1R-mWluJ74IGTsB-WPL-j0KME9IVJ4hp7/view?usp=drive_link" rel="noopener noreferrer">Happy Money Way</a> overview.</p>

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<h2>ABOUT THE ROLE</h2>

<p>The Senior Collections Specialist is an experienced, floor-level expert who plays a key role in the day-to-day effectiveness of the Collections team. This role goes beyond core collections work — serving as a go-to resource for peers, a contributor to process documentation, and a skilled handler of complex and escalated customer situations. Our ideal candidate brings a deep understanding of collections processes and systems, a passion for customer experience, and a collaborative mindset that elevates the team around them.&nbsp;</p>

<p><strong>Employment:</strong><br>Hourly, Full-time</p>

<p><strong>Working Shift:</strong><br>Monday - Friday<br>6am - 2:30pm PST / 9am - 5:30pm EST<br><br><strong>Monthly Bonus Incentive:<br></strong>Eligible for up to $1200/monthly performance bonus<strong><br></strong></p>

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<h2>RESPONSIBILITIES</h2>

<p><strong>Customer Engagement &amp; Collections</strong></p>

<ul>

<li>Contact past due customers, communicating professionally and persistently to facilitate resolution. You will interact with customers that range from 1 to 120+ days past due.&nbsp;</li>

<li>Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance.</li>

<li>Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience.</li>

<li>Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented.</li>

<li>Meet or exceed department performance targets through organized, proactive, and effective collections efforts.</li>

</ul>

<p><strong>Peer Support &amp; Team Development</strong></p>

<ul>

<li>Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability.</li>

<li>Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices.</li>

<li>Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers.</li>

</ul>

<p><strong>Process &amp; Documentation</strong></p>

<ul>

<li>Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow.</li>

<li>Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience.</li>

<li>Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.</li>

</ul>

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<h2>ABOUT YOU</h2>

<ul>

<li>2+ years of experience in collections, customer operations, or a related field.</li>

<li>Deep understanding of collections processes, strategies, and regulatory considerations.</li>

<li>Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment.</li>

<li>Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike.</li>

<li>Detail-oriented with a passion for accuracy and process consistency.</li>

<li>Comfortable providing peer feedback and contributing to the growth and development of teammates.</li>

<li>Proactive problem solver who can pivot quickly to address immediate business needs.</li>

<li>Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira.</li>

<li>Ability to work independently with general instructions, managing priorities effectively with minimal supervision.</li>

<li>Flexibility with schedule changes and availability for overtime based on business needs.</li>

</ul>

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<h2>BENEFITS &amp; PERKS</h2>

<ul>

<li>Generous medical, dental, vision, and HSA options with employer contributions.</li>

<li>Eligible for up to $1200/monthly performance bonus</li>

<li>401k Plan with a matching contribution</li>

<li>Generous PTO including sick leave, vacation, volunteer, and more</li>

<li>Paid Parental Leave</li>

<li>Company-paid short &amp; long term disability and life insurance</li>

<li>Monthly tech stipend to help cover expenses for remote work</li>

<li>Happy Money is a 100% fully distributed workforce<br><br></li>

</ul>Base Salary Range$50,000—$65,000 USD