Collections Specialist I, Customer Care

About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Key Responsibilities:

• Assist account owners or authorized individuals by providing accurate, timely information and resolving account-related inquiries
• Collect, document, and update account information during phone interactions
• Negotiate payment arrangements and collect payments when applicable
• Investigate account history, conversations, and documentation to determine appropriate resolutions
• Apply appropriate solutions including status updates, call routing, documentation, and follow‑up actions
• Maintain integrity and accuracy of all systems through thorough documentation and updates
• Adhere to all federal, state, and company compliance requirements, including FDCPA regulations
• Contact consumers through inbound and outbound calls, including use of manual and auto dialers
• Maintain established levels of productivity, efficiency, and quality performance
• Achieve or exceed Quality Assurance and Internal Quality standards, with a minimum expectation of 97% across applicable audits and measures
• Effectively manage sensitive or emotional conversations with professionalism, objectivity, and empathy
• Perform administrative and other duties assigned by management

Qualifications & Skills:

• Call center, customer service, collections, sales, telemarketing, or financial services experience preferred (not required)
• Strong verbal and written communication skills
• Ability to remain calm, professional, and empathetic during challenging interactions
• Payment negotiation experience preferred but not required
• Strong problem‑solving, investigation, and analytical abilities
• Ability to quickly learn and apply a broad range of accounts and regulatory knowledge
• High attention to detail with excellent documentation practices
• Ability to work independently with minimal supervision
• Flexibility with job functions and scheduling
• Strong integrity, work ethic, and commitment to confidentiality
• Computer proficiency, including Microsoft Office and the ability to navigate multiple systems simultaneously
• Efficient and accurate data entry and typing skills
• Must become company‑certified in FDCPA compliance

Educational Requirements:

• High School Diploma or GED required

Work Schedules:

• Contact center operating hours:
     • Monday–Thursday: 8:00am–9:00pm
     • Friday: 8:00am–7:00pm
     • Saturday & Sunday: 9:00am–5:00pm
• Stable shift schedule (does not vary week to week)
• Full‑time, 40 hours per week
• Premium pay for shifts that include Mondays, Saturdays, and Sundays

Current Work Schedules:

• 9:30am-6:00pm: Tuesday-Friday & 9:00am-5:00pm on Saturday's--OFF Sunday's & Monday's
• 10:00am-9:00pm: Monday-Thursday--OFF Friday, Saturday, & Sunday
• 11:30am-8:00pm: Monday-Thursday & 10:30am-7:00pm on Friday's--OFF Saturday's & Sunday's
  
  

What We Offer:

• Competitive hourly pay: $20.00–$21.00 based on experience
• Monthly incentive opportunities:
  • Collections commission plan with uncapped earning potential
• Eligibility for role leveling and promotion as early as 6 months
• Long‑term career growth: over 60% of roles filled internally
• Annual merit increases based on performance
• Comprehensive healthcare benefits, including:
  • Wellness discounts
  • Company HSA contributions up to $1,600
  • Free preventative medications for chronic conditions
• On‑site clinic with nurse practitioner
• Supplemental benefits including parental leave, infertility and adoption assistance, mental health support, free physical therapy resources, life insurance, and pet insurance
• Safe Harbor 401(k) with company contributions up to 4.5%
• Casual work environment
• On‑site fitness center
• Company‑paid downtown parking (up to $1,000 annually)
• Tuition reimbursement of up to $5,000 annually (restrictions apply)
• Employee Referral Bonus Program
• Dependent Scholarship Program
• Community involvement and volunteer opportunities
• Special awards, contests, and recognition incentives
• Opportunity to work with a supportive, high‑performing team

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.