Collection Specialist II

Collection Specialist II

This is a hybrid position working out of our Commerce, CA office three times a week (Tuesday, Wednesday, and Thursday) and two days at home remotely.

The Organization: Accion Opportunity Fund (AOF) is a leading Community Development Financial Institution dedicated to providing underserved small business owners with access to capital, networks, and coaching. For over 30 years, AOF has helped small business owners create jobs, build wealth, and strengthen communities by providing responsible financing and business support services.

Since our founding, we have deployed more than $1 billion in financing and have served more than 4 million entrepreneurs through educational resources and business support programs. The majority of our clients come from historically underserved communities where access to traditional financing remains limited.

As AOF continues its mission of expanding financial inclusion, we are building a scalable, sustainable financial institution that combines mission impact with strong financial performance. Our strategic vision includes expanding our lending capabilities, strengthening enterprise risk management, and preparing for future growth across additional financial products, including Credit Union services.

Role Summary: The Collection Specialist II will be responsible for payment negotiations, timely and effective collection of delinquent accounts, resolving customer disputes, skip tracing and general office duties. This position may require heavy use of phone calls and emails to complete collection tasks. Applicant must be committed to the highest level of professional service.

Job Duties and Responsibilities:

• Contacts customers by phone and email to recover a delinquent account.
• Keeps detailed notes and records of all communications and actions.
• Answers to questions customers have about billing statements.
• Negotiates partial repayments and payment plans when possible.
• Keeps track of payment due dates and sends reminders.
• Updates the account status when the debt has been paid.
• Investigates errors and disputes and follows up with customers.
• Back-up for payment support email responding to all the correspondence sent from clients in a timely and effective manner.
• Sends necessary paperwork to customers through DocuSign and US Postal Service.
• Prepares Change in Terms paperwork for clients per manager's request.
• Prepares Settlement requests per manager's request.
• Complies with all federal, state, and local laws and regulations as well as company policies.
• Maintains confidentiality and utmost discretion.
• Skip trace clients if unable to locate.
• Cross trained amongst all the different roles within the department.
• Run credit reports per management request on consumers.
• Analyze client's business through web search to determine if still open (Google or Social Media)
• Maintains call quality and productivity measurements.

Must Haves:

• Minimum of 2-3+ year in collections or related field or proven performance and knowledge of roles and responsibilities mentioned above.
• Office and database software skills
• Negotiation and conflict resolution skills
• Speaking and listening skills
• Multi-tasking and time management skills
• Prioritization skills
• Knowledge of relevant legal requirements
• Ability to work independently.
• Attention to detail.
• Self-motivated and self-directed; able to work without supervision.
• Able to create trust and build relationships.
• Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices.
• High School Diploma or equivalent required.

Nice To Haves:

• Spanish speaking
• Experience with debt collection software a plus
• Experience in call centers, sales and customer service is beneficial.

We are an equal opportunity employer and committed to improving diversity, equity, and inclusion at Accion Opportunity Fund. AOF does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Hourly Range*: $26-$30

*Please note that the above salary range is a national range, and compensation is dependent upon the candidate's experience and skill level.