Operations Coordinator, Collections

Mission Lane

. Speak with customers who have fallen behind on payments, understand their circumstances, and request payment in full or through a workable payment plan .

Posted 9/20/2026full-timeRemote • United StatesJunior💰 $17 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong verbal and written communication skills while effectively managing customer interactions in a metrics-driven environment. Proficient in consumer debt resolution and familiar with financial regulatory requirements, ensuring compliance and professionalism in all communications.

Highest-signal resume keywords

Customer Collections ExperienceVerbal And Written Communication SkillsMetrics-Driven PerformanceFamiliarity With Financial Regulatory RequirementsBilingual Fluency In English And Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Consumer Debt ResolutionCall Center MetricsContact Center TechnologyMac OS ProficiencyGoogle Workspace ProficiencyTableau Proficiency

Soft Skills

Active EngagementAdaptabilityProblem Solving

Tools & Technologies

SlackGoogle MeetCollaboration Room AI

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

FDCPATCPAFCRABSASCRAMLAUDAAP

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Speak with customers who have fallen behind on payments, understand their circumstances, and request payment in full or through a workable payment plan
Work through customer pushback and objections while building toward a workable plan
Follow established scripts, tools, and account guidelines to ensure consistent, professional, and compliant conversations
Read conversations quickly and adjust the approach while keeping the payment request in view
Maintain accurate, timely records of every call and outcome in company systems
Meet daily and weekly targets for collections, call quality, and productivity
Apply coaching and feedback on the next call
Escalate complex accounts, disputes, and technical issues to the manager
Remain actively engaged with the team throughout the shift in Collaboration Room AI, a virtual video-based team space
Use Slack and Google Meet for daily communication, coaching, and team huddles

Requirements

What you’ll need

1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar)
Strong verbal and written communication skills
Ability to consistently meet performance expectations in a metrics-driven environment
Ability to work a remote schedule while maintaining an active presence in Collaboration Room AI throughout the shift, with camera on outside breaks and lunch
Fast, reliable internet with minimum 80 Mbps download / 8 Mbps upload
Private, quiet workspace
Direct experience in consumer debt resolution preferred
High school diploma or GED preferred
Familiarity with contact center technology, such as dialers and case management tools, preferred
Comfort working with call center metrics preferred
Bilingual professional fluency in English and Spanish preferred
Proficiency with Mac OS, Google Workspace, Tableau, and Slack preferred
Working knowledge of relevant financial regulatory requirements, including FDCPA, TCPA, FCRA, BSA, SCRA, MLA, and UDAAP, preferred
Must be authorized to work in the United States; Mission Lane is not sponsoring new applicant employment authorization

Benefits

Comp & perks

Paid time off
401(k) match
Monthly wellness stipend
Health, dental, and vision insurance options
Disability coverage
Paid parental leave
Flexible spending account for childcare and healthcare
Life insurance
Remote-first work environment
Opportunity for promotion within the first year based on defined performance goals
Incentive pay based on performance after promotion