Collections Associate

Figure Lending; Charlotte (NC); On-site; USD 48,000 - 57,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision coverage

401(k) and commuter benefits

11 observed holidays and PTO

Up to 12 weeks of paid family leave

Continuing education reimbursement

Job summary

Figure Lending is seeking a Collections Associate in Charlotte, NC to manage overdue payments and negotiate solutions with borrowers. The role involves initiating communication, documenting interactions, and ensuring compliance with debt collection laws.

The ideal candidate has 1-2 years of experience in collections or contact center environments and strong communication skills. This position offers $24/hour compensation and a monthly bonus opportunity.

Qualifications

• 1-2 years of experience with default or in-house collections, preferably in contact centers.
• Strong communication and negotiation skills.
• Familiarity with debt collection laws and regulations.

Responsibilities

• Contact borrowers with overdue payments and negotiate payment plans.
• Document all communications and maintain accurate accounts.
• Ensure compliance with industry regulations and standards.

Skills

Communication skills

Negotiation skills

Organizational skills

Customer service

Tools

G Suite

Job description

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions. By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes. Together with our 170+ partners, we’ve originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets. We’re proud to be recognized as one of Forbes’ Most Innovative Fintech Startups in 2025 and Fast Company’s Most Innovative Companies in Finance and Personal Finance.

About the Role

As a Collections Associate, you will be responsible for contacting borrowers with early-stage overdue payments to negotiate and facilitate the resolution of outstanding debts. You will work closely with borrowers to establish payment plans, answer inquiries, and provide assistance in bringing accounts up to date. Your objective is to recover outstanding balances while maintaining positive customer relationships and adhering to applicable laws and regulations.

What You’ll Do

• Initiate communication with borrowers with overdue accounts via phone, email, or written correspondence.
• Follow established procedures and applicable regulations for reaching out to borrowers and documenting all communication.
• Negotiate repayment plans or settlements with borrowers based on their financial situation and the organization's policies.
• Provide information on available payment options and guide borrowers through the process of resolving their outstanding balances.
• Address inquiries from borrowers regarding their accounts, payment history, and related matters.
• Maintain a professional and courteous attitude, ensuring positive interactions even in challenging situations.
• Document all interactions with borrowers, including details of conversations, agreements, and any promised payments.
• Update and maintain accurate records of accounts, payments, and communication history.
• Ensure compliance with relevant laws, regulations, and industry standards governing debt collection practices (e.g., Fair Debt Collection Practices Act).
• Provide regular updates and reports on collection activities, progress, and any issues to supervisors or management.

What We Look For

• 1-2 years of experience with default or in-house collections, 0-60 day delinquency preferred.
• 1-2 years of experience in a contact center environment.
• Previous experience in mortgage, financial services or banking preferred.
• Strong communication and negotiation skills.
• Familiarity with debt collection laws and regulations.
• Ability to handle difficult conversations and maintain composure under pressure.
• Proficient in using computer systems, databases, G Suite, and relevant software.
• Able to commute to our Charlotte, NC office on a hybrid basis.
• A quick and flexible learning style with the ability to navigate new technology platforms.
• A positive and problem-solving approach to customer service.
• Excellent communication and relationship-building capabilities.
• Ability to instill trust and rapport with customers.
• Strong organizational and prioritization skills.
• Flexibility and adaptability to ongoing refinements in process and structure.

Salary

Compensation: $24/hour

Monthly bonus opportunity: $200-$1,500/month

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement