When a client misses a payment, you are the person who calls. You are not calling to demand anything, but to find out what happened and to help them get back on track before a small problem becomes a large one. Your job is to make that conversation easy to have, and to leave the client with a specific plan they can actually keep.
This is a save/ retention role, not a traditional collections role. You will be measured on how many clients are brought current again, and on whether the commitments you take actually get paid.
What You'll Do
Call clients whose accounts have recently fallen behind, and reach a real conversation
Find out what actually happened to drive the right solution: a timing problem, a short month, a change in circumstances
Secure a commitment for a specific amount on a specific date, and set it up on the call
Follow the call with the email or text that closes it, and follow up on every commitment you take
Document every contact accurately in the loan management system
Work within UDAAP, TCPA, and Above's contact-frequency and disclosure requirements on every attempt
Bring what you learn back to the team. You'll help shape what we do next; the insights you bring back from calls directly inform our scripts, timing, and offers.
What We're Looking For
Two or more years on the phone in a role where you had to change someone's mind and close on the call, not book a follow-up
Experience in retention or save work, first-party early-out or loss mitigation, or another role where you asked people for a payment or a commitment
Genuine comfort with a difficult, emotional conversation
A track record against a conversation target, and comfort with being coached against one daily
Clear written and verbal communication, and the judgment to explain financial consequences accurately without overstating them
Instinct for compliance. You should already know the difference between creating urgency and applying pressure
Reliable and able to perform at a high level working remotely
Nice to Have
Experience with consumer lending, debt settlement, or credit counseling
Talkdesk, LoanPro, Zendesk, or comparable telephony and loan-servicing system
Join our dynamic team and contribute to Above Lending’s success as we continue to provide innovative lending solutions to our customers.
Under the California Consumer Privacy Act (“CCPA”), Above Lending is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.
*Above Lending is an equal opportunity Employer*
Above Lending does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Above Lending employees or the Above Lending Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Above Lending HR team.
