Senior Collections Specialist

ABOUT HAPPY MONEY

Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence.

Happy Money’s end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $6.5 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at happymoney.com. View our Employee Privacy Policy here.

Happy Money is a 100% fully distributed company. Remote work doesn’t mean less work, we work full-time jobs and show up to them fully every day. See more in our Happy Money Way overview.

ABOUT THE ROLE

The Senior Collections Specialist is an experienced, floor-level expert who plays a key role in the day-to-day effectiveness of the Collections team. This role goes beyond core collections work — serving as a go-to resource for peers, a contributor to process documentation, and a skilled handler of complex and escalated customer situations. Our ideal candidate brings a deep understanding of collections processes and systems, a passion for customer experience, and a collaborative mindset that elevates the team around them.

Employment:

Hourly, Full-time

Working Shift:

Monday - Friday

6am - 2:30pm PST / 9am - 5:30pm EST

Monthly Bonus Incentive:

Eligible for up to $1200/monthly performance bonus

RESPONSIBILITIES

• Customer Engagement & Collections
• Contact past due customers, communicating professionally and persistently to facilitate resolution. You will interact with customers that range from 1 to 120+ days past due.
• Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance.
• Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience.
• Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented.
• Meet or exceed department performance targets through organized, proactive, and effective collections efforts.
• Peer Support & Team Development
• Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability.
• Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices.
• Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers.
• Process & Documentation
• Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow.
• Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience.
• Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.

ABOUT YOU

2+ years of experience in collections, customer operations, or a related field.

Deep understanding of collections processes, strategies, and regulatory considerations.

Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment.

Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike.

Detail-oriented with a passion for accuracy and process consistency.

Comfortable providing peer feedback and contributing to the growth and development of teammates.

Proactive problem solver who can pivot quickly to address immediate business needs.

Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira.

Ability to work independently with general instructions, managing priorities effectively with minimal supervision.

Flexibility with schedule changes and availability for overtime based on business needs.