Collections Agent

Role Summary

We are looking for English-speaking Collections Agents to contact customers with past-due accounts, help them get back on track, and recover balances while treating every customer with respect and in full compliance with collections regulations.

Key Responsibilities

Make and receive calls, texts, and emails with past-due customers.

Negotiate payment arrangements and process payments according to policy.

Explain balances, payments, fees, and payoff amounts clearly.

Follow call scripts, contact limits, and all FDCPA/Reg F, TCPA, and SCRA/MLA requirements.

Obtain and document proper ACH payment authorizations under NACHA rules.

Document every interaction accurately in the loan management system.

Escalate disputes, hardship cases, fraud claims, and complaints to the right team.

Meet daily productivity and quality goals.

Qualifications

1+ year of experience in collections or customer service, ideally in lending, fintech, or banking.

Fluent English, written and spoken.

Basic knowledge of FDCPA/Reg F, TCPA, and fair collections practices.

Basic understanding of loan concepts: principal, interest, fees, past-due amount, and payoff.

Strong negotiation, empathy, and active listening skills.

Comfortable working toward daily targets in a fast-paced environment.

Remote - Based in Dominican Republic