Senior Collections Specialist

ABOUT HAPPY MONEY
Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence.

Happy Money’s end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $6.5 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at happymoney.com . View our Employee Privacy Policy here. 

Happy Money is a 100% fully distributed company. Remote work doesn’t mean less work, we work full-time jobs and show up to them fully every day. See more in our Happy Money Way overview.

ABOUT THE ROLE

The Senior Collections Specialist is an experienced, floor-level expert who plays a key role in the day-to-day effectiveness of the Collections team. This role goes beyond core collections work — serving as a go-to resource for peers, a contributor to process documentation, and a skilled handler of complex and escalated customer situations. Our ideal candidate brings a deep understanding of collections processes and systems, a passion for customer experience, and a collaborative mindset that elevates the team around them. 

Employment:
Hourly, Full-time

Working Shift:
Monday - Friday
6am - 2:30pm PST / 9am - 5:30pm EST

Monthly Bonus Incentive:
Eligible for up to $1200/monthly performance bonus

RESPONSIBILITIES

Customer Engagement & Collections

- Contact past due customers, communicating professionally and persistently to facilitate resolution. You will interact with customers that range from 1 to 120+ days past due. 

- Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance.

- Handle escalated calls and complex account investigations, using sound judgment to resolve issues and deliver a high quality customer experience.

- Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented.

- Meet or exceed department performance targets through organized, proactive, and effective collections efforts.

Peer Support & Team Development

- Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and accountability.

- Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices.

- Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers.

Process & Documentation

- Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow.

- Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience.

- Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.

ABOUT YOU

- 2+ years of experience in collections, customer operations, or a related field.

- Deep understanding of collections processes, strategies, and regulatory considerations.

- Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment.

- Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike.

- Detail-oriented with a passion for accuracy and process consistency.

- Comfortable providing peer feedback and contr