Collections Specialist

About the Company

Quantum Financial Technologies redefines small business lending with our diverse and adaptable financial solutions. We are a dedicated lending partner focused on empowering small businesses to achieve their growth objectives. We are committed to fueling the growth of enterprises and small-to-medium businesses (SMBs) with our tailor-made financial services. Recognizing that each business has unique financial needs and growth trajectories, we offer a range of customized solutions. From agile microloans for quick capital injections to expansive term loans for long-term strategies, our diverse portfolio ensures that we have the right financial tools to support your journey whether you are scaling up or solidifying your market position.

Job Summary

The Collections Specialist will be responsible for managing past-due accounts, working with borrowers to resolve delinquent loans, and helping to recover outstanding balances. This role involves contacting borrowers, negotiating repayment terms, and ensuring all collection activities comply with regulatory standards. The Collections Specialist will collaborate with other departments, such as loan servicing and compliance, to support customer service while minimizing credit risk. The ideal candidate will have experience in collections within financial services, strong negotiation skills, and a commitment to maintaining a professional and empathetic approach.

Key Responsibilities

Account Management and Collections

• Monitor and manage a portfolio of delinquent accounts, identifying and prioritizing those in need of immediate attention.
• Contact borrowers by phone, email, and written communication to discuss outstanding balances and repayment options.
• Review and assess borrower financial situations to recommend and negotiate payment arrangements, settlements, or other solutions that help resolve past-due accounts.

Customer Interaction and Relationship Management

• Build rapport with borrowers to understand their financial challenges and offer viable repayment solutions.
• Maintain a positive and professional tone with all borrower interactions, ensuring an empathetic approach that maintains customer trust.
• Address borrower inquiries about account status, payment terms, and collections processes, providing clear and accurate information.

Compliance and Regulatory Adherence

• Ensure all collections activities comply with federal, state, and local regulations, including FDCPA (Fair Debt Collection Practices Act) and other industry standards.
• Maintain thorough documentation of all borrower interactions, payment agreements, and collection efforts to support compliance and audit requirements.
• Stay updated on regulatory changes impacting collections practices, implementing adjustments as needed to maintain compliance.

Risk Assessment and Reporting

• Analyze account information to identify high-risk accounts and escalate to management or the legal team as needed.

Collaboration and Process Improvement

• Collaborate with loan servicing, compliance, and legal teams to streamline collections processes, address complex cases, and support borrower inquiries.
• Contribute to the continuous improvement of collections strategies and processes to maximize efficiency and enhance the borrower experience.
• Provide feedback on recurring borrower issues and patterns to support proactive risk management.

Qualifications (Knowledge/Skills/Abilities/Experience)

Education:

• A high school diploma or GED is required; an associate's or bachelor's degree in Finance, Business, or a related field is preferred.

Experience:

• Minimum; 3 years of experience in collections, ideally within the banking, lending or financial services industry.
• Familiarity with collections practices, debt recovery processes, and account management within a regulated financial environment.
• Knowledge of regulatory requirements, including FDCPA, and other laws affecting collections within financial services.

Skills/Abilities:

• Communication Skills:
  Excellent verbal and written communication skills, with a professional and empathetic approach to borrower interactions.
• Negotiation Skills
  : Strong negotiation and problem-solving skills, with the ability to handle difficult conversations and secure positive outcomes.
• Organization and Documentation:
  Strong organizational skills with high attention to detail and the ability to document interactions accurately.

Preferred Skills/Experience:

• Experience with collections software, CRM systems, and other financial account management tools.
• Native or Advanced bilingual proficiency (Spanish and English).
• Familiarity with debt settlement strategies and loan restructuring options.

This role provides an opportunity to contribute to the institution's financial health by helping borrowers resolve past-due accounts in a professional, compliant, and supportive manner. The ideal candidate will have a blend of collections expertise, negotiation skills, and a customer-oriented mindset.