Operational Specialist

Job Description

About the Role

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We are seeking a motivated and customer-focused Account Resolution Agent to join our Account Resolution Team under the guidance of the Director of Account Resolution. In this role, you will help maintain the financial health of our loan portfolio by managing delinquent accounts, supporting customers through payment solutions, and reducing portfolio losses through effective collections strategies.

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The ideal candidate is empathetic, detail-oriented, and results-driven, with strong communication and problem-solving skills. You will work directly with customers across phone, email, and live chat to resolve delinquent accounts, evaluate financial situations, and recommend personalized repayment or settlement options. This position offers the opportunity to make a direct impact on company performance while building expertise in collections operations, customer service, and financial solutions.

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Required Skills & Abilities

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• Make a direct impact on the company's financial performance. Carve your own path to success through strong performance against clear KPIs.
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• Master our products and systems to efficiently resolve inquiries and help bring accounts current.
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• Review and manage assigned delinquent loans by gathering background information, documenting member conversations, and ensuring required communications are sent.
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• Conduct outreach to debtors via phone and email to assist users with resolving their delinquencies.
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• Evaluate each debtor’s financial situation to offer personalized solutions and support.
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• Speak directly with customers about delinquent payments, investigate concerns, and verify charge accuracy.
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• Research and recommend collection strategies while escalating account issues to management when needed.
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• Analyze and improve collection techniques, offering feedback to leadership.
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• Manage both inbound and outbound collection calls.
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• Review user agreements and terms as necessary.
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• Support customers and prospects across multiple channels—including live chat, email, and phone.
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Education & Experience

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• Bachelor’s degree.
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• Strong communication and persuasion skills.
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• A competitive spirit and a collaborative mindset.
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• 2+ years of experience in collections within a fast-paced environment.
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• 1+ year of experience managing high-volume calls.
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• High proficiency with computers, G-Suite, and the ability to quickly learn new tools and processes.
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• Proven analytical and problem-solving skills, with a passion for process optimization.
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• Strong negotiation, verbal, and written communication skills.
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• Detail-oriented with a passion for accuracy.
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• Comfortable spending a significant portion of your time speaking with customers over the phone.
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• Demonstrated ability to collaborate with teammates and juggle multiple priorities effectively.
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Nice to Have

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• Bilingual in Spanish.
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• Experience in loan servicing.
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• Background in finance.
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• Experience working in a startup environment.
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Work Location

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This is hybrid position based in our in Las Vegas office.

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About Kashable

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Kashable is a fast growing, venture-backed FinTech startup headquartered in NYC. We provide inclusive, socially responsible, low-cost credit to American employees offered as a voluntary benefit through their employer. Kashable has raised over $400 million in capital, and has provided more than $1.5 billion in loans to working Americans across a footprint of employer clients that represent 4 million employees. We were founded in 2013 by a team of serial entrepreneurs with deep experience and expertise in the industry, and have since become the leading provider of financial wellness solutions at the workplace, catering to many Fortune 500 companies, governments, hospitals, and universities. We are a dynamic, ambitious, and hard-working team that is redefining financial wellbeing for working Americans.

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Perks & Benefits

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We offer a competitive salary, benefits, and perks designed to support both your professional growth and day-to-day wellbeing, including:

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• Medical, Dental (including Orthodontics), and Vision coverage
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• PTO and paid holidays
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• 401 (k) Plan with employer match
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• Paid Parental Leave
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• ClassPass subsidized membership
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• Voluntary Life and disability insurance
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• Commuter benefits
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• Pet insurance
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• Flexible Spending Accounts (FSAs)
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• Weekly catered lunch and fully stocked kitchen
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• Team events, lunch & learns, happy hours, birthday celebrations, volunteer opportunities
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