Senior Collections Agent - Backline



cottonwood heights, ut, usa
Posted on Friday, November 10, 2023

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The role

We are seeking an experienced Collection Representative who is passionate about customer service and has the skills and experience to deliver outstanding results. You will be a part of a meticulously assembled team that shares this passion for resolving delinquent loans at or ahead of target goals while delivering an outstanding member experience. The Collections Associate-Backline is responsible for improving collection rates by employing multi-channel collection efforts in a dialer and manual environment on late-stage accounts. This role reports directly to an Associate Manager in Loss Mitigation.

What you’ll do:

  • Work with SoFi Members to satisfy any deficient balances

  • Review, monitor, and engage with a high volume of members per day

  • Review delinquent accounts daily, and maintain losses at or below established guidelines for assigned job duties

  • Accurately documents all account activities and pertinent information including but not limited to verifications and demographic changes

  • Meet individual and departmental objectives set by department management

  • Efficiently assess and recommend action to borrowers concerning all other loan issues

  • Make recommendations to management for loans needing additional attention

  • Strives to continuously improve the quality and productivity of work

  • Be an important part of a lean but growing team with touchpoints across the organization

  • Some evening and weekend hours will be required

What you’ll need:

  • 1 to 3 years of first or third-party collection experience. Experience in a financial environment is desired; consumer delinquency and collections, credit underwriting, or customer service experience preferred

  • Strong ability to negotiate repayment plans for late-stage accounts with varying levels of delinquency

  • College degree desired. High school diploma or GED required

  • Exceptional organizational skills and attention to detail

  • Exceptional work ethic and pride in work product

  • Demonstrates a strong understanding of regulations associated with collections (FCRA, FDCPA, UDAAP)

  • Ability to successfully adapt and adjust to changes in business, regulatory, and economic environments.

  • Firm understanding of personal finance and credit industry best practices

  • Intermediate Excel skills and general computer literacy

  • Aptitude for working independently while maintaining a team first mentality

  • Ability to work under tight deadlines and exhibit grace under pressure

  • Desire to improve borrowers’ financial situation and demonstrate the ability to make tough decisions

  • Excellent written and verbal communication skills

  • Proficiency in Microsoft Office, Google and ability to learn proprietary systems

Nice to have:

  • 6 months to a year of experience working in early stage collections (1-60 days delinquent)

  • Skip tracing experience desired

  • Demonstrates consistent performance quarter over quarter in current role

  • Skilled in developing both external and internal content such as customer communications and the development of procedures and work documents

  • Skilled in root cause analysis and problem resolution with both quantitative and qualitative data

Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.