Servicing Collections Associate

United States Digital Space LLC; Vancouver; Hybrid; CAD 49,000 - 62,000; Full time

Benefits offered by this job

Commission opportunity

Equity potential

Job summary

United States Digital Space LLC seeks a Servicing Collections Associate in our Vancouver office. You will collect outstanding funds, manage risk, and coordinate with cross-functional teams to maximize repayments in delinquency scenarios.

This hybrid role requires three in-office days per week (Mon, Wed, Thu) with up to four weeks of remote work annually. You will collaborate with CX, UW, Sales, CSM, and Risk to implement effective payment plans and settlements.

Qualifications

• 1+ years in a customer-facing role.
• Ability to problem solve and resolve escalated issues.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to multitask in a fast-paced environment.
• Ability to build rapport and maintain relationships.
• Experience with Microsoft Office/Google Apps is required.
• Experience using Salesforce Service Cloud, Salesforce Reporting, queue management, and Excel Functions.
• Willingness to work in the Vancouver office 3 days per week (Mon, Wed, Thu).

Responsibilities

• Comply with Servicing SOPs and complete payment plans on time.
• Collaborate with CX, UW, Sales, CSM, and Risk to improve long-term repayments.
• Propose improvements to payment plans and settlement options.
• Provide visibility into ongoing negotiations and Servicing results to related teams.
• Work with partners to align on common goals.
• Analyze customer repayment contexts across systems and trends.
• Extract and present data using Hex and Google Sheets.

Skills

Customer-facing

Problem solving

Communication

Multitasking

Relationship building

Tools

Microsoft Office/Google Apps

Salesforce Service Cloud

Salesforce Reporting

Excel Functions

Hex

Google Sheets

Retool

Job description

Why join us

the company is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, the company enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly. the company's AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on the company, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.

Working at the company allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.

Operations team at the company

Operations is the backbone of the company's mission to power businesses through our Intelligent Finance Platform. We own credit, fraud, money movement, and payments, protecting our customers and our company. From product operations that ensure flawless launches to scalable systems that drive innovation and precision, we operate at the intersection of product, design, engineering, and customer success. If you want to work at the heart of the business, Operations is where you belong.

What you'll do

You will be responsible for collecting on outstanding funds, risk management and additional projects within the Servicing Collections function. You will be responsible for managing B2B stakeholders with an emphasis on negotiations and collections.

Where you’ll work

This role will be based in our Vancouver office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Comply with Servicing Standard Operating Procedures (SOPs), ensuring tasks related to payment plans and other guidelines are effectively completed in a timely manner
• Collaborate with CX, UW, Sales, CSM, and Risk teams to devise and implement strategies aimed at maximizing long-term customer repayments, particularly in delinquency scenarios
• Identify and suggest improvements to payment plans/settlement options, considering trade-offs and additional credit exposure, to optimize recoveries
• Provide support to the Underwriting, Accounting, and Finance teams by offering visibility into ongoing customer negotiations and Servicing results
• Work effectively with various partners to ensure a harmonized approach towards achieving common goals
• Swiftly comprehend escalated customer repayment scenarios by analyzing context across systems, payment history, market, and industry trends
• Extract and present data using Hex and Google Sheets

Requirements

• 1+ years of of experience in a customer-facing role
• Strong ability to problem solve and resolve escalated customer issues
• Excellent verbal, written, and interpersonal communication skills
• Ability to multitask in a fast paced environment
• Ability to build rapport and maintain business relationships
• Experience using Microsoft Office/Google Apps
• Experience using Salesforce Service Cloud, Salesforce Reporting, queue management, and Excel Functions
• Must be willing to work in office 3 days per week on Monday, Wednesday and Thursday

Bonus Points:

• Previous experience in commercial receivable recoveries
• A basic understanding of FDCPA, TCPA, and Credit Reporting
• Experience using Retool

Compensation

The expected salary range for this role is $49,200 - $61,500 CAD, with the opportunity to make an additional commission. However, the starting base pay will depend on a number of factors including the candidate's location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.