Happy Money - Senior Collections Specialist

• Customer Engagement & Collections • Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance. • Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience. • Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented. • Meet or exceed department performance targets through organized, proactive, and effective collections efforts. • Peer Support & Team Development • Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability. • Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices. • Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers. • Process & Documentation • Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow. • Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience. • Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team. • 2+ years of experience in collections, customer operations, or a related field. • Deep understanding of collections processes, strategies, and regulatory considerations. • Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment. • Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike. • Detail-oriented with a passion for accuracy and process consistency. • Comfortable providing peer feedback and contributing to the growth and development of teammates. • Proactive problem solver who can pivot quickly to address immediate business needs. • Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira. • Ability to work independently with general instructions, managing priorities effectively with minimal supervision. • Flexibility with schedule changes and availability for overtime based on business needs.