Collections Specialist
Splash Financial, Phoenix, AZ, United States
About the Role
We are hiring a Collections Specialist who will work directly with customers navigating real financial stress to find a path forward through payment arrangements and hardship programs, while protecting the health of Splash’s loan portfolio. This is a full‑time, in‑person role based in our Phoenix, AZ office. Candidates must be located in the Greater Phoenix Area. Hours are Monday through Friday, 8:00 AM–5:00 PM (Standard Time) and 9:00 AM–6:00 PM (Daylight Saving Time).
What You’ll Do
Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy.
Make outbound contact with past‑due customers to secure payments or establish payment arrangements.
Assess customers’ financial situations and offer appropriate hardship programs.
Resolve loan concerns and questions, aiming for first‑contact resolution.
Accurately document all interactions in our CRM to maintain clean records and support continuous improvement.
Surface customer insights and trends to management to help improve products, policies, and operations.
Follow up on open issues to ensure timely resolution and high customer satisfaction.
What You’ll Bring
1–2+ years of collections, loan servicing, or financial services experience.
Strong verbal and written communication skills—able to deliver difficult news with clarity and care.
Comfort navigating CRM platforms and a generally tech‑savvy mindset.
Proficiency in Microsoft Office or Google Suite.
Ability to manage competing priorities without dropping the ball.
A problem‑solving attitude and a genuine customer‑first approach.
Compensation The base pay for this role is $21.00 per hour, based on market data and internal compensation practices. This role may also be eligible for an incentive program based on performance.
Splash Benefits
Fully remote work freedom
Competitive salary packages
Flexible PTO + 9 company holidays
Equity: Share in our start‑up success
Comprehensive and affordable insurance benefits
Paid parental leave for both caregivers
Essential modern equipment to get the job done
Fully paid Claude subscription to supercharge your work
401(k) for your future savings
Quarterly meet‑ups: In person & virtual fun
Awesome Splash swag to flaunt your team spirit
Equal Employment Opportunity Statement Employment at Splash is based on individual merit. Opportunities are open to all, without regard to race, color, religion, sex, creed, age, handicap, national origin, ancestry, military status, veteran status, medical condition, marital status, sexual orientation, affectional preference, or other irrelevant factors. Splash is an equal opportunity employer.
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What You’ll Do
Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy.
Make outbound contact with past‑due customers to secure payments or establish payment arrangements.
Assess customers’ financial situations and offer appropriate hardship programs.
Resolve loan concerns and questions, aiming for first‑contact resolution.
Accurately document all interactions in our CRM to maintain clean records and support continuous improvement.
Surface customer insights and trends to management to help improve products, policies, and operations.
Follow up on open issues to ensure timely resolution and high customer satisfaction.
What You’ll Bring
1–2+ years of collections, loan servicing, or financial services experience.
Strong verbal and written communication skills—able to deliver difficult news with clarity and care.
Comfort navigating CRM platforms and a generally tech‑savvy mindset.
Proficiency in Microsoft Office or Google Suite.
Ability to manage competing priorities without dropping the ball.
A problem‑solving attitude and a genuine customer‑first approach.
Compensation The base pay for this role is $21.00 per hour, based on market data and internal compensation practices. This role may also be eligible for an incentive program based on performance.
Splash Benefits
Fully remote work freedom
Competitive salary packages
Flexible PTO + 9 company holidays
Equity: Share in our start‑up success
Comprehensive and affordable insurance benefits
Paid parental leave for both caregivers
Essential modern equipment to get the job done
Fully paid Claude subscription to supercharge your work
401(k) for your future savings
Quarterly meet‑ups: In person & virtual fun
Awesome Splash swag to flaunt your team spirit
Equal Employment Opportunity Statement Employment at Splash is based on individual merit. Opportunities are open to all, without regard to race, color, religion, sex, creed, age, handicap, national origin, ancestry, military status, veteran status, medical condition, marital status, sexual orientation, affectional preference, or other irrelevant factors. Splash is an equal opportunity employer.
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