Operations Coordinator, Collections

Operations Coordinator, Collections 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. We're looking for critical thinkers with strong communication, negotiation, and technical skills to join our Collections team as Operations Coordinators. This is a full-time, remote position with comprehensive benefits. The Impact You'll Make As a valued member of our virtual call center team, you will be on the front lines of enabling financial progress for Mission Lane customers. You’ll expertly engage with past‑due cardholders on the phone, listen to their unique situations, and pave their way toward recovery. Successful candidates are sharp problem solvers who leverage both genuine empathy and professional persistence to secure repayment, offering a path to recovery for our customers. Responsibilities Represent Mission Lane professionally engaging with customers over the phone regarding past‑due payment. Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions. Approach customers with dignity and respect, identifying reasons for account delinquency. Skillfully negotiate and problem‑solve to secure mutually beneficial repayment solutions. Maintain strict adherence to all company policy, procedures, and regulatory requirements while consistently delivering high‑quality customer service. Minimum Qualifications 1+ year(s) of professional experience in a customer‑focused, solutions‑oriented role. Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections. Exceptional verbal and written communication skills. Problem‑solving skills to rapidly identify customer needs and recommend effective, tailored solutions. Composure when handling challenging conversations and the ability to de‑escalate. Ability to balance empathy and persuasion to facilitate customer repayment. Tech‑savvy, with the ability to quickly learn new software and systems. A growth mindset, open to feedback and continuous improvement. Preferred Qualifications Direct experience in consumer debt resolution. Familiarity with contact center technologies (e.g., TCN dialer, Zendesk). Proficiency with our key business technology platforms: MacOS, 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, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change. This role operates within a highly supportive virtual team environment. We rely on Slack and Google Meet for daily communication, coaching, and team huddles to ensure consistent support and performance alignment. Workspace Requirements Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload. A private, quiet, and distraction‑free space with no interruptions. Schedule In Eastern Time (ET) (convert to your local time, as needed). Training schedule (Paid): Duration: First3weeks; Hours: Monday–Friday 8:30 AM–5:00 PMET; Work schedule: Depending on business need at time of hire, you will be offered one or more of the following shift options: ShiftA: M‑F, 8:30 AM–5:00 PMET ShiftB: M‑F, 10:30 AM–7:00 PMET ShiftC: M‑F, 12:30 PM–9:00 PMET Compensation Starting hourly pay range: $17.25–$19.20. Benefits Wellness stipend: $100 monthly. Internet stipend: $40 monthly. Paid Time Off (PTO). Company paid holidays. Health, dental, and vision benefits. Parental leave. Retirement savings: 401(k) plan with company matching. IT equipment: Provided for your role during employment. Important Note for Applicants To ensure you receive updates regarding your application, please add View email address on click.appcast.io to your contacts or safe sender list. Time‑sensitive communications about next steps sometimes filter to promotions, trash or spam folders, and we don't want you to miss them! About Mission Lane Founded in December2018, Mission Lane is a purpose‑driven fintech company based in Richmond, Virginia. 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. Equal Opportunity Employer 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 click.appcast.io . Mission Lane is not sponsoring new applicant employment authorization and this position is not open to third‑party recruiters. #J-18808-Ljbffr