Temporary Remote Account Resolution Specialist

Job Title: Remote Customer Service Representative

Location: Remote

Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Employment Type: Full-Time - Contract length (June 29th - December 31st, 2026) /Potential to extend

We are seeking a motivated and professional Customer Service Representative to join our remote collections team. In this role, you will handle both inbound and outbound calls with consumers regarding accounts that have been placed in collections. The primary objective is to assist customers in resolving outstanding balances by collecting payments, establishing payment arrangements, and providing exceptional customer service while maintaining compliance with all applicable regulations and company policies.

• Make outbound calls to customers regarding delinquent accounts and outstanding balances.
• Receive inbound calls from customers seeking account information, payment options, or assistance with resolving their debt.
• Negotiate payment arrangements and secure payments in accordance with company guidelines.
• Accurately document all customer interactions, payment commitments, and account updates in the system.
• Educate customers on available payment options and account resolution programs.
• Research and resolve customer questions, disputes, and concerns in a professional manner.
• Meet or exceed daily, weekly, and monthly performance goals related to call volume, payment collections, and quality standards.
• Maintain compliance with the Fair Debt Collection Practices Act (FDCPA), company policies, and all applicable federal and state regulations.
• Protect customer confidentiality and sensitive information at all times.
• Collaborate with supervisors and team members to achieve departmental objectives.

• High school diploma or equivalent required.
• Minimum 1 year of customer service, call center, collections, or related experience preferred.
• Strong verbal and written communication skills.
• Ability to handle difficult conversations professionally and empathetically.
• Excellent negotiation and problem-solving skills.
• Proficiency with computer systems, data entry, and Microsoft Office applications.
• Ability to work independently in a remote environment while maintaining productivity.
• Strong attention to detail and organizational skills.
• Reliable internet connection and dedicated workspace required.

• Previous collections or debt recovery experience.
• Experience working in a high-volume call center environment.
• Knowledge of collection industry regulations.

• Outbound call volume
• Inbound call handling efficiency
• Payment dollars collected
• Promise-to-pay conversion rates
• Quality assurance scores
• Attendance and adherence to schedule

• Competitive compensation
• Health & Welfare benefits
• Paid training
• Remote work
• Professional development and advancement opportunities
• Paid time off and company holidays 

Monday through Friday, 8:00 AM – 5:00 PM.EST

• High school diploma or equivalent required.

• Additional education or equivalent experience will be considered.

• Proficiency using a PC in a Windows-based environment.

• Ability to navigate multiple applications simultaneously.

• Accurate and efficient keyboarding and data entry skills.

• Strong written and verbal communication skills.

• Ability to follow written and verbal instructions.

• Strong mathematical aptitude and calculator proficiency.

• Ability to meet daily, weekly, and monthly productivity and quality goals.

• Strong time management and organizational skills.

• Professional negotiation and problem-solving abilities.

• Previous customer service, sales, or call center experience.

• Experience working in a regulated or compliance-driven environment.

• Bilingual: Spanish speaking (3-4 personnel)

Due to the nature of this contract supporting a government client:

• Candidates must successfully complete required federal background investigations, including fingerprint-based criminal history checks.

• Candidates must meet federal suitability and eligibility requirements.

• Credit and civil background checks are required.

• Candidates must have no significant financial discrepancies that would impact eligibility under federal contract requirements.

• All required licensing must be obtained and maintained as applicable.

All personnel must comply with safeguarding, privacy, and data protection requirements associated with access to sensitive government information.