Junior Collection Agent

Kforce has a client in Phoenix, AZ that is seeking a Financial Operations. This version is tailored more specifically to a collections environment focused on inbound servicing, payment processing, and helping members find solutions rather than traditional outbound collections activities. Summary: This Junior Collection Agent serves as the primary point of contact for members calling about delinquent loan and credit card accounts. This role is responsible for handling inbound calls, processing payments, establishing payment arrangements, and educating members on available repayment and hardship assistance options. The ideal candidate demonstrates strong customer service skills, empathy, and professionalism while helping members navigate financial challenges. Responsibilities:

• Handle inbound calls from members seeking assistance with delinquent loan and credit card accounts
• Evaluate member financial situations and identify appropriate payment solutions based on account status and member needs
• Process one-time payments and establish payment arrangements in accordance with company guidelines
• Educate members on available hardship assistance programs, payment options, and account implications
• Document all member interactions, payment commitments, and account actions accurately within servicing systems
• Review account information to resolve member questions and provide timely, accurate account servicing
• Maintain compliance with applicable regulations, company policies, and member privacy requirements
• Work toward achieving performance goals related to member experience, payment commitments, quality, and productivity
• Utilize multiple systems and tools simultaneously to efficiently assist members and resolve inquiries
• Demonstrate empathy and professionalism when working with members experiencing financial hardship
• Experience in customer service, banking, collections, financial services, or a call center environment
• Strong empathy and professionalism when assisting members experiencing financial hardship
• Ability to handle sensitive financial conversations while building trust and rapport
• Excellent communication, active listening, and problem-solving skills
• Ability to navigate multiple computer systems simultaneously while documenting member interactions in real time
• Strong attention to detail and commitment to accuracy and compliance
• Comfort working in a performance-driven environment with goals related to quality, member experience, productivity, and payment commitments
• Ability to adapt to changing priorities, policies, and business needs
• Candidates with experience handling banking systems processing payments, and identifying solutions that meet both member and business needs are highly preferred
• Service-oriented, resilient, accountable, and committed to delivering an exceptional member experience