Senior Collections Specialist

ABOUT HAPPY MONEY Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence. Happy Money’s end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $6.5 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at happymoney.com. View our Employee Privacy Policy here. Happy Money is a 100% fully distributed company. Remote work doesn’t mean less work, we work full-time jobs and show up to them fully every day. See more in our Happy Money Way overview. ABOUT THE ROLE The Senior Collections Specialist is an experienced, floor-level expert who plays a key role in the day-to-day effectiveness of the Collections team. This role goes beyond core collections work — serving as a go-to resource for peers, a contributor to process documentation, and a skilled handler of complex and escalated customer situations. Our ideal candidate brings a deep understanding of collections processes and systems, a passion for customer experience, and a collaborative mindset that elevates the team around them. Employment: Hourly, Full-time Working Shift: Monday – Friday 6am – 2:30pm PST / 9am – 5:30pm EST Monthly Bonus Incentive: Eligible for up to $1200/monthly performance bonus RESPONSIBILITIES Customer Engagement & Collections • Contact past due customers, communicating professionally and persistently to facilitate resolution. You will interact with customers that range from 1 to 120+ days past due. • Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance. • Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience. • Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented. • Meet or exceed department performance targets through organized, proactive, and effective collections efforts. Peer Support & Team Development • Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability. • Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices. • Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers. Process & Documentation • Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow. • Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience. • Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team. ABOUT YOU • 2+ years of experience in collections, customer operations, or a related field. • Deep understanding of collections processes, strategies, and regulatory considerations. • Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment. • Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike. • Detail-oriented with a passion for accuracy and process consistency. • Comfortable providing peer feedback and contributing to the growth and development of teammates. • Proactive problem solver who can pivot quickly to address immediate business needs. • Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira. • Ability to work independently with general instructions, managing priorities effectively with minimal supervision. • Flexibility with schedule changes and availability for overtime based on business needs. BENEFITS & PERKS • Generous medical, dental, vision, and HSA options with employer contributions. • Eligible for up to $1200/monthly performance bonus • 401k Plan with a matching contribution • Generous PTO including sick leave, vacation, volunteer, and more • Paid Parental Leave • Company-paid short & long term disability and life insurance • Monthly tech stipend to help cover expenses for remote work • Happy Money is a 100% fully distributed workforce Base Salary Range $50,000—$65,000 USD