Job Title: Collections Specialist
Location: Indianapolis, IN & Newark, DE
Work Arrangement: Hybrid – 2 Days Onsite / 3 Days Remote
Employment Type: Full-Time
Openings: 12 Positions
Schedule: 40 Hours/Week
Compensation: Competitive Salary + Full-Time Benefits
We are seeking motivated and customer-focused Collections Specialists to join our team in Indianapolis, IN.
This role is responsible for managing delinquent accounts, working with customers to resolve outstanding balances, and helping borrowers identify suitable repayment options. The ideal candidate will possess strong communication, negotiation, and customer service skills while maintaining compliance with company policies and applicable regulations.
Candidates with backgrounds in customer service, call centers, banking, financial services, or collections are encouraged to apply. Direct collections experience is preferred but not required.
Key Responsibilities
- Manage a portfolio of delinquent customer accounts.
- Contact customers by phone, email, and written correspondence regarding past-due balances.
- Discuss account status and work with customers to identify appropriate repayment solutions.
- Negotiate payment arrangements and assist customers with resolving outstanding balances.
- Handle challenging and sensitive financial conversations professionally and empathetically.
- Accurately document collection activities, customer interactions, account information, and payment commitments.
- Utilize skip-tracing tools and research techniques to locate customers when necessary.
- Follow company policies, procedures, applicable federal regulations, and collection requirements.
- Maintain a high level of customer service while meeting established productivity and quality standards.
- Meet individual and team performance expectations.
Required Qualifications
- High School Diploma or equivalent.
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Strong negotiation, problem-solving, and decision-making abilities.
- Ability to handle difficult conversations professionally and respectfully.
- Strong organizational and time-management skills.
- Basic computer proficiency, including Microsoft Office applications.
- Ability to work a schedule assigned based on business needs.
- Ability to work onsite two days per week as required.
- Ability to obtain any required collections licensing upon hire, if applicable.
Preferred Qualifications
- 3–5 year of experience in collections, customer service, call center, banking, financial services, or a related field.
- Experience handling customer accounts, payments, billing, or financial inquiries.
- Experience using CRM systems, collections software, or customer account-management tools.
- Knowledge of debt collection practices, compliance requirements, or financial-services environments.
- Strong ability to communicate with customers from diverse backgrounds.