Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company based in the U.S., dedicated to providing better credit options for individuals with less-than-perfect credit scores. They are seeking an Operations Coordinator to engage with customers regarding past-due payments, utilizing strong communication and negotiation skills to facilitate repayment solutions.
Responsibilities
- Represent Mission Lane, professionally engaging with customers over the phone in regards to 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
Skills
- 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
- Direct experience in consumer debt resolution
- Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk)
- 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)
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
Company Overview
Mission Lane is a consumer finance company dedicated to helping everyone have access to fair and clear credit. It is a sub-organization of LendUp. It was founded in 2018, and is headquartered in Richmond, Virginia, USA, with a workforce of 501-1000 employees. Its website is https://www.missionlane.com/.
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