Account Servicing Specialist (Collections and Recovery)

Account Servicing / Collections Specialist

We are looking for an Account Servicing / Collections Specialist who can effectively support customers through financial challenges while helping maintain the health and performance of Novo's lending portfolio. In this role, you will work directly with small business customers who have fallen behind on their repayment obligations for our MCA, Credit Card, and other loan options available for Novo customers. You will engage with customers across multiple communication channels, with a primary focus on inbound and outbound calls, to understand their financial situation and negotiate realistic repayment solutions that support both the customer's financial recovery and Novo's portfolio health. This role requires strong communication skills, operational discipline, negotiation ability, and customer empathy in a fast-paced fintech environment.

Responsibilities:

• Manage a portfolio of delinquent accounts across all stages of delinquency
• Contact customers through outbound and inbound calls to discuss past-due balances
• Negotiate repayment solutions such as payment plans, restructures, or settlements
• Follow up on broken payment arrangements and renegotiate repayment plans when necessary
• Educate customers on repayment expectations and strategies to prevent future delinquency
• Demonstrate empathy and professionalism when working with customers experiencing financial hardship
• Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions
• De-escalate difficult customer interactions while maintaining professionalism
• Manage high call volumes while maintaining quality customer interactions
• Prioritize accounts appropriately based on delinquency stage and portfolio strategy
• Maintain detailed and accurate documentation of customer communications and repayment agreements
• Utilize internal CRM and collections management systems to track account activity
• Maintain organized account records and ensure data accuracy across customer interactions
• Apply skip tracing techniques and available tools to locate and contact customers when necessary
• Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues
• Contribute to a collaborative team environment by sharing insights and supporting team goals
• Respond promptly to internal inquiries and escalations related to customer accounts
• Analyze customer situations to determine the most appropriate repayment solutions
• Remain calm and composed during challenging interactions and resolve issues effectively

Requirements:

• Minimum 2 years of collections experience
• Previous experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environments
• Experience negotiating repayment arrangements or managing delinquent customer portfolios
• Excellent verbal and written communication skills
• Strong active listening skills and ability to build trust with customers
• Ability to navigate sensitive financial conversations with empathy and professionalism
• Strong time management and ability to handle a high-volume call environment
• Excellent attention to detail with consistent and accurate documentation practices
• Ability to prioritize work and adapt to changing operational priorities
• Experience working with CRM or collections management systems
• Ability to analyze account information and customer data to inform repayment solutions
• Familiarity with skip tracing or customer location strategies is a plus
• Strong sense of ownership and accountability for assigned accounts
• Ability to remain composed in high-pressure situations
• Collaborative team player who contributes to a positive team environment
• Demonstrated initiative and willingness to learn and grow

How We Define Success

• Drive positive repayment outcomes through effective customer engagement
• Maintain strong documentation and compliance practices
• Manage assigned accounts proactively and responsibly
• Contribute to team recovery goals and portfolio performance
• Continuously improve through coaching, feedback, and data-driven insights

Novo values diversity as a core tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.