CashNetUSA Collections Representative

About the role

You will proactively reach out to customers with past due loans and work directly with them to understand their unique financial circumstances. In this capacity, you will own the entire conversation from initial contact to resolution, ensuring every interaction maintains the highest standard of professionalism. You will leverage your expertise to navigate complex situations while demonstrating genuine empathy for customers under financial stress. A key part of your ownership involves balancing policy compliance with compassionate negotiation to find workable solutions. You will be responsible for driving accounts toward a current status through clear and persuasive communication. This role requires a disciplined approach to managing your own workflow and maintaining accuracy under high-pressure conditions. You will serve as a critical bridge between the company and the customer, protecting the brand while securing sustainable payment outcomes.

Key facts

What you'll do

• Handle high volume inbound and outbound calls to address delinquent loan payments and manage sensitive customer interactions.
• Negotiate and execute payment arrangements by strictly adhering to Enova's call flow, ensuring accounts move toward current status.
• Resolve complex issues related to late payments by applying advanced conflict resolution and de-escalation techniques.
• Communicate clearly with customers to explain the implications of overdue payments while offering structured options for financial resolution.
• Demonstrate superior negotiation skills to balance company policy with empathy, securing sustainable agreements or settlements.
• Maintain meticulous records of all customer interactions, payment plans, and relevant details within Enova's database with precision.
• Utilize strong self-management abilities to remain focused and detail-oriented while performing multiple tasks in a remote environment.
• Think quickly and logically to creatively solve difficult problems and uphold strict schedule adherence and productivity targets.
• Provide timely updates and escalate issues when necessary to ensure compliance and customer satisfaction.
• Collaborate with internal stakeholders to share insights that improve overall collection strategies and customer outcomes.

Requirements

• Possess a minimum of 1 year of experience in a high volume debt collections environment, managing both inbound and outbound calls while consistently meeting daily call volume targets.
• Demonstrate exceptional conflict resolution and communication skills, including proven proficiency in active listening and the application of de-escalation techniques during challenging calls.
• Exhibit strong negotiation abilities to balance adherence to company policy with genuine customer empathy.
• Show a high level of self-management for remote work, including superior time management, strict schedule adherence, and the ability to maintain focus and attention to detail.
• Prove the capability to think quickly and logically to creatively problem solve and resolve difficult issues effectively under pressure.
• Be eligible to work in the United States and pass employment verification, background checks, and other standard screening processes.
• Maintain a professional demeanor and commitment to compliance with all company policies and regulatory guidelines.
• Have reliable internet connectivity and a suitable workspace to perform remote duties without disruption.

Nice to have

• Previous experience in remote work settings where you successfully managed time and deliverables independently.
• Familiarity with customer relationship management (CRM) software and database entry procedures.
• Prior exposure to financial services or lending products and an understanding of related terminology.
• Experience working with diverse customer populations and handling calls involving heightened emotions or stress.
• Knowledge of compliance regulations specific to the financial services industry.

Practical notes

This role is fully remote but requires candidates to live in IL, UT, IN, IA, MO, TX, WI, or WY. We are unable to sponsor visas or take over sponsorship at this time, and all candidates must be eligible to work in the United States.