About the role
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