CashNetUSA Outbound Collections Representative

About the role

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. This role is fully remote but requires candidates to live in IL, UT, IN, IA, MO, TX, WI, or WY. The position centers on proactively reaching out to customers with past due loans, understanding their unique situations, and working together to create sustainable payment solutions. You will operate with a high degree of ownership over each interaction, guiding the conversation toward resolution while strictly adhering to policy. Success in this role requires a strong capacity for active listening, empathy, and the ability to manage complex emotions on every call. You will be responsible for maintaining accurate records and ensuring all customer agreements are documented within our systems.

Key facts

What you'll do

Manage a high volume of outbound calls, efficiently contacting customers with delinquent accounts to discuss loan status.

Negotiate and execute payment arrangements that align with Enova's call flow, aiming to move overdue accounts to current status.

Resolve customer concerns and complex issues related to late payments while demonstrating consistent professionalism and empathy.

Communicate clearly with customers, explaining the consequences of delinquency and outlining options for moving forward.

Ensure all customer interactions, payment plans, and important details are accurately recorded in Enova's database.

Apply strong critical thinking to analyze situations and determine the most appropriate resolution path for each customer.

Utilize advanced navigation skills to access systems and locate account information quickly during calls.

Demonstrate strict adherence to regulatory guidelines and company procedures on every interaction.

Identify patterns in customer challenges and escalate appropriate cases when necessary to higher support levels.

Balance high call volume requirements with the need to provide respectful, solution-focused customer service.

Maintain focus and organization to handle multiple tasks and objectives within a remote work environment.

Leverage negotiation skills to find mutually acceptable outcomes that satisfy both customer needs and company policies.

Consistently meet or exceed daily call volume and performance metrics through disciplined time management.

Follow up on outstanding actions to ensure payment plans are maintained and customer commitments are fulfilled.

Requirements

A minimum of 1 year of experience in a high volume debt collections environment, successfully managing outbound calls and consistently meeting daily call volume targets.

Exceptional conflict resolution and communication skills, including proven proficiency in active listening and the application of de-escalation techniques during challenging calls.

Strong negotiation abilities, capable of balancing adherence to company policy with genuine customer empathy to secure successful payment arrangements or settlements.

Demonstrated high level of self-management for remote work, including superior time management, strict schedule adherence, and the ability to maintain focus, attention to detail, and perform multiple tasks simultaneously.

Proven ability to think quickly and logically to creatively problem solve and resolve difficult issues effectively under pressure.

Knowledge of TCPA and other relevant collection laws and regulations.

Ability to be an independent contributor, managing workflows and priorities without direct supervision in a remote setting.

Willingness to fully utilize required call scripts and technology tools to ensure compliance and consistency.

Eligibility to work in the United States without sponsorship at this time.

Practical notes

This role is fully remote but requires candidates to live in IL, UT, IN, IA, MO, TX, WI, or WY.

The budgeted hourly rate for this position is $21.00. Additional compensation for this role may include bonus.

Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.

All full-time employees are eligible to participate in Company benefits, described in more detail here.

Health, dental, and vision insurance including mental health benefits.

401(k) matching plus a roth option (U.S. Based employees only).

PTO & paid holidays off.

Sabbatical program (for eligible roles).

Summer hours (for eligible roles).

Comprehensive training and ongoing coaching.

Opportunity to make a positive impact within a growing organization.

Collaborative environment focused on peer support and continuous improvement.

Regular performance feedback and career development discussions.