Account Recovery Specialist - Hybrid

Account Recovery Specialist

The Account Recovery Specialist is responsible for supporting customers through early-stage account recovery while delivering a professional, respectful, and solutions-focused customer experience. This role involves assisting customers with account questions, payment support, due dates, payoff information, account updates, and repayment options.
This position is ideal for someone who enjoys problem-solving, communicating with customers, working in a fast-paced contact center environment, and helping customers identify options to bring their accounts current.
Duties and Responsibilities
Provide customer support for payment questions, due dates, payoff information, and account updates.
Process ACH requests and provide accurate payoff quotes.
Assist customers with early-stage account recovery for accounts 145 days past due.
Discuss repayment options and help set up payment arrangements when appropriate.
Review account information and document updates accurately.
Use skip tracing tools to locate and update customer information.
Maintain professionalism, empathy, and compliance during all customer interactions.
Meet quality, adherence, and efficiency expectations in a high-volume contact center environment.
Required Qualifications
High School Diploma or GED
Experience in a High-Volume Contact Center:

At least one (1) year of experience in a high-volume call center
Proven Remote Work Experience:

Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
State Licensing Covered:

We handle and fully cover all required collections licensing across multiple states

no cost to you.
Preferred Qualifications
Previous experience in customer service, call center, collections, banking, finance, billing, retail management, or account support
Experience working with customers in sensitive or high-stress situations
Ability to remain calm, professional, and solutions-focused
Strong attendance, reliability, and productivity history
Experience meeting performance metrics in a contact center environment
Affirmative Action/EEO statement: defi SOLUTIONS is an Equal Opportunity employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.