Collections Specialist
Kalamata Capital Group, New York, NY, United States
Are you someone who goes above and beyond to help resolve complex issues while also driving results? Do you have experience in the Merchant Cash Advance (MCA) or financial services industry and strong negotiation skills when working with delinquent accounts? If so, we’d love to meet you.
We are seeking a
Customer Service & Recoveries Specialist
who is highly organized, detail-oriented, and skilled at working with merchants to resolve payment issues and recover outstanding balances. This role requires someone who can balance strong customer service with a results-driven approach to collections and recoveries.
This position is
100% remote .
Experience 1.5–4+ years of experience in financial services, MCA, lending, collections, or a related industry preferred.
Primary Focus Recovery optimization, minimizing portfolio risk, and reducing operational rework through proactive account management.
Responsibilities
Independently manage a high-volume portfolio of merchant accounts.
Proactively identify and resolve
under-remittance and delinquency issues .
Drive recoveries by negotiating
same-day payments, payment arrangements, or alternative repayment plans .
Investigate merchant financials and asset information using
bank statements and publicly available data .
Review and negotiate payment modifications to
avoid escalation or legal action when possible .
Escalate accounts appropriately when recovery options have been exhausted.
Identify account trends and operational risks and communicate findings to management.
Collections & Negotiation
Perform
soft to mid-stage collections
while maintaining a professional and solutions-oriented approach.
Negotiate repayment solutions with merchants experiencing financial hardship.
Work strategically to
maximize recoveries and reduce outstanding balances .
Maintain detailed and accurate documentation of all account activity and merchant communication.
Customer Service
Provide top-tier support to merchants through
calls, emails, and chats .
Answer inbound customer inquiries and provide timely solutions.
Make outbound calls to resolve payment issues and follow up on delinquent accounts.
Resolve merchant concerns efficiently while protecting company financial interests.
Maintain professionalism and empathy when working with difficult or distressed merchants.
Operational Responsibilities
Document all communications in the appropriate systems and deal files.
Navigate multiple systems and screens simultaneously while speaking with merchants.
Respond to internal chats and communications in a timely manner.
Collaborate with internal teams to resolve account issues.
Qualifications
1.5–4+ years of experience in
MCA, lending, collections, or financial services
preferred
Strong
negotiation and recovery skills
Ability to manage a
high-volume account portfolio
Strong work ethic and self-starter mindset
Excellent attention to detail
Ability to multitask in a
fast-paced, high-volume environment
Strong verbal and written communication skills
Comfortable handling difficult conversations while remaining professional
Customer service and collections experience preferred
Typing speed of
30+ WPM with 90% accuracy
Bilingual
Spanish and English
preferred
Familiar with
Google Suite
Technical Skills Excel Requirements Comfortable working with:
IF statements and nested formulas
COUNTIFS and SUMIFS
Data analysis for portfolio tracking and recovery performance
Computer Skills
Ability to navigate multiple programs and CRM systems simultaneously
#J-18808-Ljbffr
We are seeking a
Customer Service & Recoveries Specialist
who is highly organized, detail-oriented, and skilled at working with merchants to resolve payment issues and recover outstanding balances. This role requires someone who can balance strong customer service with a results-driven approach to collections and recoveries.
This position is
100% remote .
Experience 1.5–4+ years of experience in financial services, MCA, lending, collections, or a related industry preferred.
Primary Focus Recovery optimization, minimizing portfolio risk, and reducing operational rework through proactive account management.
Responsibilities
Independently manage a high-volume portfolio of merchant accounts.
Proactively identify and resolve
under-remittance and delinquency issues .
Drive recoveries by negotiating
same-day payments, payment arrangements, or alternative repayment plans .
Investigate merchant financials and asset information using
bank statements and publicly available data .
Review and negotiate payment modifications to
avoid escalation or legal action when possible .
Escalate accounts appropriately when recovery options have been exhausted.
Identify account trends and operational risks and communicate findings to management.
Collections & Negotiation
Perform
soft to mid-stage collections
while maintaining a professional and solutions-oriented approach.
Negotiate repayment solutions with merchants experiencing financial hardship.
Work strategically to
maximize recoveries and reduce outstanding balances .
Maintain detailed and accurate documentation of all account activity and merchant communication.
Customer Service
Provide top-tier support to merchants through
calls, emails, and chats .
Answer inbound customer inquiries and provide timely solutions.
Make outbound calls to resolve payment issues and follow up on delinquent accounts.
Resolve merchant concerns efficiently while protecting company financial interests.
Maintain professionalism and empathy when working with difficult or distressed merchants.
Operational Responsibilities
Document all communications in the appropriate systems and deal files.
Navigate multiple systems and screens simultaneously while speaking with merchants.
Respond to internal chats and communications in a timely manner.
Collaborate with internal teams to resolve account issues.
Qualifications
1.5–4+ years of experience in
MCA, lending, collections, or financial services
preferred
Strong
negotiation and recovery skills
Ability to manage a
high-volume account portfolio
Strong work ethic and self-starter mindset
Excellent attention to detail
Ability to multitask in a
fast-paced, high-volume environment
Strong verbal and written communication skills
Comfortable handling difficult conversations while remaining professional
Customer service and collections experience preferred
Typing speed of
30+ WPM with 90% accuracy
Bilingual
Spanish and English
preferred
Familiar with
Google Suite
Technical Skills Excel Requirements Comfortable working with:
IF statements and nested formulas
COUNTIFS and SUMIFS
Data analysis for portfolio tracking and recovery performance
Computer Skills
Ability to navigate multiple programs and CRM systems simultaneously
#J-18808-Ljbffr