Operations Coordinator, Collections

Job Description

Job Description

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we're enabling people to unlock real financial progress. Sound like a mission you can get behind?

We're hiring Operations Coordinators for our Collections & Recoveries team to have direct, honest conversations with customers every day about getting their accounts back on track, fairly and respectfully.

The impact you'll make:

A customer's fallen behind on a credit card payment. They already know what they owe. What they don't know is whether taking our call means getting further behind, or getting somewhere. They need someone on the other end of the line who will tell them plainly what's owed and what their options are, listen to what's going on, and help them land on a plan that works for their life.

As an Operations Coordinator on the Collections & Recoveries team, you're that voice. Your job on every call is to be straightforward, be kind, and get to a plan that helps the cardholder move forward.

As Operations Coordinator, you will:

• Speak with customers who've fallen behind on payment, understand their circumstances, and ask directly for what's owed, in full or through a workable payment plan.
• Work with customers through pushback and objections, staying patient and persistent as you build toward a plan that works for them.
• Follow established scripts, tools, and account guidelines to keep every conversation consistent, professional, and compliant.
• Read a conversation quickly and adjust your approach, always keeping the ask in view.
• Keep accurate, timely records of every call and outcome in our systems.
• Meet daily and weekly targets for collections, call quality, and productivity.
• Take coaching and feedback fast, and apply it on your very next call.
• Flag anything unusual (a complex account, a dispute, a technical issue) to your manager right away for guidance.
• Stay actively engaged with your team throughout your shift in Collaboration Room AI, our virtual, video-based team space where you and your teammates stay visible and connected in real time, the same way you would in a physical office.

You'll thrive in this role if:

• You can be firm and fair in the same conversation.
• You're comfortable asking directly for payment and staying patient and persistent when a customer pushes back.
• You stay calm and in control even when conversations get tense.
• You seek out feedback and put it into practice.
• You like structure and consistency, and you follow procedures accurately.
• You enjoy being part of a connected, engaged remote team.

Minimum qualifications:

• 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar).
• Strong verbal and written communication skills.
• Ability to consistently meet performance expectations in a metrics-driven environment.
• Ability to work a remote schedule while maintaining an active presence in Collaboration Room AI throughout your shift, camera on outside of breaks and lunch.
• Fast, reliable internet (minimum 80 Mbps download / 8 Mbps upload) and a private, quiet workspace.

Preferred qualifications:

• Direct experience in consumer debt resolution.
• High school diploma or GED.
• Familiarity with contact center technology (e.g., dialers, case management tools).
• Comfortable working with call center metrics.
• Bilingual professional fluency in English and Spanish.
• Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack.
• Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA, FCRA, BSA, SCRA, MLA, UDAAP).

Work Location & Virtual Team Culture:

• This is a remote position for residents of AR, AZ, FL, KS, GA, MO, NC, SC, TN, TX, UT, and VA.
• This role operates within a highly supportive virtual team environment. We rely on Collaboration Room AI, Slack and Google Meet for daily communication, coaching, and team huddles to ensure consistent support and performance alignment.

Schedule:

• Depending on business need at time of hire, you may be offered one or more of the following shift options:
• Shift A:  M-F, 8:30 AM - 5:00 PM Eastern Time
• Shift B:  M-F, 10:30 AM - 7:00 PM Eastern Time
• Shift C:  M-F, 12:30 PM - 9:00 PM Eastern Time

Compensation:

Starting hourly base pay range: $17.25 - $19.20

Bilingual (Spanish-English): $18.11 - $20.16

Your starting base pay will depend on your skills, qualifications, and experience.

Mission Lane also offers a comprehensive benefits plan, which includes paid time off, 401(k) match, a monthly wellness stipend, health/dental/vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-first work environment.

This position offers a clear path for internal progression. Based on the achievement of defined performance goals, you would have the opportunity for promotion within your first year of employment. After promotion, you would be eligible for incentive pay based on performance, in addition to your base hourly rate.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. 

It all started with a realization:  nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn't do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores. 

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Our commitment to a workplace built on respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member.

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status. 

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law.  Applicants can initiate an accommodation request by contacting View email address on ziprecruiter.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Application Integrity:

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. 

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.