Collections Specialist

Chowder is seeking an experienced Collections Specialist to work with customers who have past-due HVAC lease-to-own accounts or accounts that are no longer eligible to proceed through the standard process. The ideal candidate is a confident negotiator who remains calm under pressure, asks thoughtful probing questions, and listens carefully to understand each customer's circumstances. This position is responsible for clearly explaining account status, overcoming objections, and guiding customers toward an appropriate resolution. Prior collections experience is required. Key Responsibilities Manage assigned past-due and ineligible customer accounts through outbound and inbound calls, emails, and text communications. Contact customers to determine the reason for nonpayment or the issue preventing the account from moving forward. Ask effective probing questions to understand the customer's financial circumstances, concerns, and ability to resolve the account. Listen actively and communicate with empathy while maintaining control of the conversation. Negotiate payments and approved repayment arrangements within company guidelines. Clearly explain past-due balances, payment expectations, available options, deadlines, and next steps. Resolve customer objections and create an appropriate sense of urgency. Secure payment commitments and follow-up to ensure commitments are completed as agreed. Help customers understand their HVAC lease-to-own obligations and the consequences of continued nonpayment. Document all customer conversations, payment commitments, account updates, and next steps accurately in the company's systems. Identify accounts requiring additional review or escalation and route them appropriately. Meet individual and department expectations for customer contacts, payments collected, account resolutions, and documentation quality. Follow all company policies and applicable federal and state collection and communication requirements. Participate in coaching, call reviews, team meetings, and ongoing training. Serve as a knowledgeable resource for less experienced collectors and share effective collection and negotiation practices. Assist leadership with complex or escalated customer accounts when needed. Required Qualifications Prior collections experience is required. Demonstrated success negotiating payments and resolving past-due accounts. Experience managing difficult, complex, or escalated customer situations. Strong ability to ask probing questions and uncover the underlying cause of nonpayment. Excellent active listening, objection-handling, and problem-solving skills. Ability to remain calm, professional, and focused during difficult or emotional conversations. Confident and clear verbal and written communication skills. Ability to balance customer service with the need to secure payment and resolve the account. Strong attention to detail and the ability to maintain accurate account notes. Proficiency with customer relationship management systems, account-servicing platforms, and standard business software. Reliable internet service and a private, professional workspace suitable for handling confidential customer information. Preferred Qualifications Three or more years of collections or account-resolution experience. Experience collecting on lease-purchase, consumer finance, installment, lending, or other recurring-payment accounts. Experience working with HVAC, home improvement, or equipment-financing customers. Familiarity with payment arrangements, hardship conversations, broken payment commitments, and account-escalation procedures. Experience communicating with customers across phone, email, and SMS channels. Experience mentoring, coaching, or assisting less-experienced collectors. Core Competencies Advanced negotiation and persuasion Probing and discovery Emotional composure Leadership by example Accountability and follow-through Clear customer communication Sound judgment Results-oriented performance Schedule and Work Environment This is an in-office position based in a shared coworking space. The selected candidate will work on-site Monday through Friday and collaborate with team members in a professional, shared workspace during regular business hours and meet established productivity and performance expectations. What Success Looks Like A successful Collections Specialist at Chowder listens before offering a solution, asks the right questions, communicates expectations clearly, and guides customers toward a defined resolution. The goal is not simply to make contact-it is to move each account toward payment, an approved resolution, or the appropriate next step while setting a strong example for the Collections team. Why Work at Chowder? At Chowder, you'll join a team that values collaboration, accountability, and continuous improvement. We move quickly, solve problems creatively, and support one another as we grow. Whether you're helping a contractor close more jobs, assisting a homeowner through the financing process, or developing new tools and technology, your work directly contributes to helping families stay comfortable in their homes. As a company, Chowder is built around flexibility, trust, and results. Our team members work from locations across the United States, allowing us to attract talented professionals regardless of where they live. We believe great work isn't defined by an office location- it's driven by passionate people working together toward a common goal. We foster a culture of communication, collaboration, and ownership, ensuring every employee has the tools and support they need to succeed from anywhere. We believe great ideas can come from anyone, and we encourage team members to take ownership, share feedback, and make an impact. What It's Like to Work Here Working at Chowder means being part of a team that is building solutions in a fast-paced and evolving industry. You can expect: A collaborative and supportive team culture The technology equipment you need to get started and perform your work effectively Professional growth and development opportunities A culture that values initiative and problem-solving The ability to contribute ideas that help shape the future of the company #J-18808-Ljbffr