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Mission Lane
Mission Lane
501 – 1,000 Employees
H1B Visa SponsorConsultingInsuranceMarketing
Mission Lane is a financial services company focused on expanding access to credit for people who may be underserved by traditional institutions. Its products include the Mission Lane Visa® Credit Card, which lets applicants check whether they may be approved without affecting their credit score. The company also develops educational resources and financial tools designed to help members build credit, practice healthier financial habits, and make progress toward greater financial stability.
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Remote Collections Operations Coordinator at Mission Lane

Mission Lane is hiring a remote Collections Operations Coordinator to help cardholders resolve overdue credit card balances. The role involves compliant customer calls, payment arrangements, accurate documentation, and meeting collection performance goals.

USUnited StatesAZArizonaFLFloridaKSKansasMOMissouriNCNorth CarolinaSCSouth CarolinaTNTennesseeTXTexasUTUtahVAVirginia
$17 – $19 / hour
RemoteFull-timeJuniorNo degree requiredEnglish RequiredCollections
Tableau

Description

  • Contact customers with overdue payments to understand their circumstances and seek full payment or establish a feasible payment arrangement.
  • Address objections and customer resistance while working toward an appropriate resolution.
  • Use approved scripts, systems, and account procedures to conduct consistent, professional, compliant conversations.
  • Quickly assess each interaction and adapt the conversation while maintaining focus on resolving the outstanding payment.
  • Document every call and outcome accurately and promptly in company systems.
  • Achieve daily and weekly goals for collections results, call quality, and productivity.
  • Incorporate coaching and feedback into subsequent customer interactions.
  • Refer complex accounts, disputes, and technical problems to the manager.
  • Stay engaged with the team throughout each shift in Collaboration Room AI, a virtual video-based workspace.
  • Use Slack and Google Meet for daily communication, coaching sessions, and team huddles.

Requirements

  • At least one year of experience in a phone-based, customer-facing position such as collections, customer service, sales, or a related field.
  • Strong spoken and written communication abilities.
  • Demonstrated ability to meet performance standards consistently in a metrics-focused environment.
  • Ability to work remotely while remaining actively present in Collaboration Room AI during the shift, with the camera on except during breaks and lunch.
  • Reliable internet service with at least 80 Mbps download and 8 Mbps upload speeds.
  • A private, quiet workspace.
  • Direct experience resolving consumer debt is preferred.
  • High school diploma or GED is preferred.
  • Familiarity with contact center tools, including dialers and case management systems, is preferred.
  • Comfort working with call center performance metrics is preferred.
  • Professional bilingual fluency in English and Spanish is preferred.
  • Proficiency with macOS, Google Workspace, Tableau, and Slack is preferred.
  • Working knowledge of applicable financial regulations, including FDCPA, TCPA, FCRA, BSA, SCRA, MLA, and UDAAP, is preferred.
  • Authorization to work in the United States is required; Mission Lane does not sponsor employment authorization for new applicants.

Benefits

  • Paid time off.
  • 401(k) matching contributions.
  • Monthly wellness stipend.
  • Health, dental, and vision insurance options.
  • Disability coverage.
  • Paid parental leave.
  • Flexible spending account options for childcare and healthcare.
  • Life insurance.
  • Remote-first work environment.
  • Potential for promotion within the first year upon meeting defined performance goals.
  • Performance-based incentive pay after promotion.

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