Collections Senior Specialist

Job Description

Valon is seeking a Collections Senior Specialist to join their Client Experience team. The Client Experience team provides homeowners with exceptional service, acting as a bridge between Valon and its homeowners. The ideal candidate will be a self-motivated individual who can easily adapt to a fast-paced environment.

Responsibilities:

• Contact homeowners regarding account status, late fees, and credit reports.
• Perform skip-tracing to locate homeowners with incorrect contact information.
• Assist homeowners dealing with financial difficulty by establishing trust and identifying payment arrangements.
• Document all collections efforts within the company platform.
• Arrange and submit homeowner accounts for extensions, modifications, forbearances, and repayment plans.
• Mentor other Collections Specialists and lead departmental projects.
• Collaborate with other departments to resolve account discrepancies.
• Identify gaps in processes and recommend improvements.
• Test various contact center tools and platforms.

Minimum Qualifications:

• 3+ years of collections experience.
• Previous skip-tracing experience.
• High school diploma or equivalent.
• Previous experience with loan calculations.
• Previous experience with Google Suite, Zendesk, Salesforce, and other CRM systems.
• Previous experience with using workforce tools or partnering with workforce management teams.
• Previous experience with handling sensitive documentation.
• Comprehensive knowledge of industry regulations (e.g,. FDCPA, FCRA, and TCPA).
• Excellent time management skills.
• Ability to assess homeowner needs and overcome objections.

What Valon Offers:

• Competitive salary and a 401(k) plan with a 4% annual match.
• 17 days of paid time off, additional paid sick days, and 11 paid company holidays.
• Comprehensive, low-cost medical, dental, & vision benefits—and an EAP for additional support.
• In-office snacks and drinks.
• Learning and development opportunities, including quarterly possibilities for promotion and annual performance reviews.
• 12 weeks of FULLY PAID time off for birthing and non-birthing parents.