Operations Coordinator, Collections (Work From Home)

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind? We're looking for critical thinkers with strong communication, negotiation, and technical skills to join our Collections team as Operations Coordinators. This is a full-time, remote position with comprehensive benefits. The Impact You'll Make As a valued member of our virtual call center team, you will be on the front lines of enabling financial progress for Mission Lane customers. You’ll expertly engage with past-due cardholders on the phone, listen to their unique situations, and pave their way toward recovery. Successful candidates are sharp problem solvers who leverage both genuine empathy and professional persistence to secure repayment, offering a path to recovery for our customers. As an Operations Coordinator, you will: • Represent Mission Lane, professionally engaging with customers over the phone in regards to past due payment. • Leverage multiple software systems and technologies simultaneously to efficiently manage customer accounts and document all interactions. • Approach customers with dignity and respect, identifying reasons for account delinquency. • Skillfully negotiate and problem-solve to secure mutually beneficial repayment solutions. • Maintain strict adherence to all company policy, procedures, and regulatory requirements, while consistently delivering high-quality customer service. Minimum Qualifications • 1+ year(s) of professional experience in a customer-focused, solutions-oriented role • Demonstrated negotiation and influence skills, with a track record of successfully overcoming customer objections • Exceptional verbal and written communication skills • Problem solving skills to rapidly identify customer needs and recommend effective, tailored solutions • Composure when handling challenging conversations and the ability to de-escalate • Ability to balance empathy and persuasion to facilitate customer repayment • Tech-savvy, with the ability to quickly learn new software and systems • A growth mindset, open to feedback and continuous improvement Preferred Qualifications • Direct experience in consumer debt resolution • Familiarity with contact center technologies (e.g. TCN (dialer), Zendesk) • Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack • Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA. FCRA, BSA, SCRA, MLA, UDAAP) Work Location & Virtual Team Culture • This is a remote position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change. • This role operates within a highly supportive virtual team environment. We rely on Slack and Google Meet for daily communication, coaching, and team huddles to ensure consistent support and performance alignment. Workspace Requirements • Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload • A private, quiet, and distraction-free space with no interruptions Schedule: In Eastern Time (ET); convert to your local time, as needed • Training schedule (Paid): • Duration: First 3 weeks • Hours: Monday-Friday 8:30 AM to 5:00 PM ET • Work schedule: Depending on business need at time of hire, you will be offered one or more of the following shift options: • Shift A: M-F, 8:30 AM - 5:00 PM ET • Shift B: M-F, 10:30 AM - 7:00 PM ET • Shift C: M-F, 12:30 PM - 9:00 PM ET Compensation • Starting hourly pay range: $17.25 - $19.20 Starting pay rate is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. This position offers a clear path for internal progression. Based on the achievement of defined performance goals, you will have the opportunity for promotion within your first year of employment. Benefits • Wellness stipend: $100 monthly • Internet stipend: $40 monthly • Paid Time Off (PTO) • Company paid holidays • Health, dental, and vision benefits • Parental leave • Retirement savings: 401(k) plan with company matching • IT equipment: Provided for your role during employment Important Note for Applicants To ensure you receive updates regarding your application, please add [email protected] to your contacts or safe sender list. Time-sensitive communications about next steps sometimes filter to promotions, trash or spam folders, and we don't want you to miss them! #LI-DNI About Mission Lane: Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do. In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores. Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors. Our commitment to a workplace built on respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member. Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status. Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting [email protected]. Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters. Application Integrity: Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment. Apply tot his job