Collections Customer Service Representative (Remote Houston Only)

POSITION PURPOSE: Take inbounds and make outbound customer calls regarding the application process, billing issues, product problems, service questions and general client concerns. Additionally, must place out-bound calls via telephone, maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller, while adhering to FDCPA & FCRA Federal, State and Client guidelines.

As a Collections Agent, your success will be measured by your ability to consistently deliver exceptional results through high-level execution of key metrics:

• Dollars Collected per Productive Hour: Maximize recovery efforts by driving efficiency in every interaction.
• Promise-to-Pay Commitments: Secure and uphold meaningful borrower commitments, ensuring Promise to pay agreements are fulfilled by negotiating effectively and efficiently.

ESSENTIAL JOB FUNCTIONS

• Have full range of motion in wrists, fingers, and thumbs

• Be able to sit at a desk for extended periods of time

• Have normal or corrected vision to read computer screens and printouts

• Possess normal or corrected hearing to be able to hear customers and co-workers in person and via telephone

• Perform basic math functions including addition, subtraction, multiplication and fractions

• Strong oral and interpersonal communication skills

• Meet client guidelines and have clear understanding of client policies

• Must adhere to compliance expectations pursuant to FDCPA and other Federal, State, and local laws.

SPECIFIC DUTIES

• Answer all questions and guide borrowers through the payment process
• Update consumers account information during and after each call.
• Identify payment options; setup payment arrangements as appropriate.
• Must have good customer service skills and ability to work in a team environment.
• Required to maintain their daily and monthly service level expectations
• Initiate effective outbound calls and receive inbound calls.
• Produce and arrange payment solutions for customers.
• Provide account updates to management as appropriate.
• Ensure client/company quality standards are met
• Work assigned group of accounts
• Assure the best interests of the company are maintained.
• Provide management with information on any suspected work or personnel problems.
• Continued training in compliance policies.
• Other duties as required and fulfilling other duties as assigned.

SUCCESS FACTORS / PERFORMANCE EXPECTATIONS

• Maintain professional, courteous treatment of clients, coworkers, and consumers
• Demonstrated ability to interact professionally with management, subordinates, and clients to promote a positive company image
• Meet FMA’s Standards for attendance and promptness.
• Demonstrate problem solving ability
• Excellent computer skills
• Working knowledge of billing practices and techniques
• Excellent verbal and written communications skills
• Ability to handle problems
• A strong sense of teamwork and cooperation with management and coworkers

QUALIFICATIONS

• High school Diploma or equivalent.
• Previous customer service billing experience a plus
• Basic Microsoft office , google applications
• Must be able to pass background check and drug screen as permitted by lawJob Type: Full-time

Preferred Qualifications

• 1+ years of full-time employment experience successfully recovering high-risk or delinquent accounts, including managing hardship programs, settlements, and tailored borrower solutions.
• Demonstrated ability to negotiate and finalize settlements, ensuring optimal recovery rates while adhering to company policies and regulatory guidelines.
• Proven ability to secure high-value agreements while maintaining positive borrower relationships and consistently meeting or exceeding PTP and collection goals.
• Deep understanding of collections laws and compliance standards, including FDCPA, TCPA, and state-specific regulations.
• Skilled at analyzing performance metrics, optimizing productivity, and excelling in a results-oriented environment.
• Skilled in de-escalating challenging conversations, building trust, and presenting effective payment plans under pressure.

Pay

$14.00 per hour

Job Type: Full-time

Pay

From $14.00 per hour

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Application Question(s)

How many years of Collections experience?

Experience

Customer Service: 1 year (Required)

Language

Spanish (Preferred)

Location

Houston, TX 77067 (Required)

Work Location: Hybrid remote in Houston, TX 77067