Collections Specialist

Splash Financial; Mesa (AZ); On-site; USD 23,866 - 33,992; Full time

Benefits offered by this job

Health insurance

Competitive salary package

Flexible PTO + 9 holidays

Equity participation

Parental leave for caregivers

Modern equipment provided

Job summary

Splash Financial is hiring a Collections Specialist who helps customers navigate past-due balances with empathy while protecting the loan portfolio. You will arrange payments, offer hardship options, and document interactions to support continuous improvement.

This in-person role is based in Mesa, AZ, with regular business hours. You’ll collaborate with internal teams and help identify trends to shape programs and policies that benefit borrowers.

Qualifications

• 1–2+ years of collections, loan servicing, or financial services experience.
• Strong verbal and written communication with empathy and clarity.
• Comfort navigating CRM platforms and MS Office/Google Suite.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy.
• Make outbound contact with past-due customers to secure payments or arrange payments.
• Assess customers' financial situations and offer hardship programs.
• Resolve loan concerns and questions, aiming for first-contact resolution.
• Document all interactions in the CRM and share insights with teams.
• Follow up on open issues to ensure timely resolution and satisfaction.

Skills

Verbal communication

Written communication

CRM proficiency

Multitasking

Problem solving

Tools

CRM systems

Microsoft Office

Google Suite

Job description

The crushing weight of debt is something that we believe holds people back from reaching their dreams and making a splash in the world. So in 2013, after seeing our friends and family struggle with student loans, we created Splash Financial.

Over the years, our mission has expanded to include helping people with other forms of debt — such as refinancing credit cards, which are at all‑time highs in the US. We’ve been able to refinance $6 + billion in loans through our network of Splash‑powered credit union and bank partners who leverage our marketplace and automated loan processing technology. We’ve raised over $135 million from investors like DST Global, Citi Ventures, TruStage Ventures, Northwestern Mutual Future Ventures, Detroit Venture Partners, and more.

But at our core, we’re still that little company from Cleveland with a big dream: to make people more powerful than their debt and we’re just getting started.

ABOUT OUR WORKPLACE:

Splash is remote‑first, and proud of it — though our collections team works in‑person at our Arizona location.

We spend our days simplifying financial products and getting them into the hands of people who need them most. Right now, we’re focused on building financial technologies that fundamentally transform how the industry lends.

Although Splash has been around since 2013, we still operate like a startup — fast‑paced, nimble, and full of heart. We’re good people who care deeply about doing meaningful work and we approach challenges with creativity, passion, and urgency.

And to hire the best, we provide the best: great health insurance, competitive salaries, and unique benefits like quarterly meet‑ups and access to engagement tools that keep us connected — even from afar.

ABOUT THE ROLE:

Splash Financial is hiring a Collections Specialist who understands that a phone call about a past‑due balance can either break trust or build it. You'll work directly with customers navigating real financial stress — helping them find a path forward through payment arrangements and hardship programs, while protecting the health of Splash's loan portfolio. This is a role for someone who takes pride in turning a hard conversation into a good outcome, who can hold a firm line while making a customer feel genuinely supported, and who sees every interaction as a chance to represent Splash at its best.

You'll collaborate closely with internal teams to share customer insights, flag emerging trends, and help shape the programs and policies that make a real difference for borrowers. If you're motivated by solving problems, hitting goals, and making a measurable impact — this is the role for you.

**This is a full‑time, in‑person role based in our Mesa, AZ office. Candidates must be located in the Greater Phoenix Area. Hours are Monday through Friday, 8:00 am–5:00 pm (Standard Time) and 9:00 am–6:00 pm (Daylight Saving Time). Our Mesa office address is 7143 E Southern Ave. Ste 119. Mesa, AZ 85209.**

WHAT YOU’LL DO AT SPLASH:

• Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy.
• Make outbound contact with past‑due customers to secure payments or establish payment arrangements.
• Assess customers' financial situations and offer appropriate hardship programs.
• Resolve loan concerns and questions, aiming for first‑contact resolution.
• Accurately document all interactions in our CRM to maintain clean records and support continuous improvement.
• Surface customer insights and trends to management to help improve products, policies, and operations.
• Follow up on open issues to ensure timely resolution and high customer satisfaction.

WHAT YOU’LL BRING TO SPLASH:

• 1–2 + years of collections, loan servicing, or financial services experience.
• Strong verbal and written communication skills — you can deliver difficult news with clarity and care.
• Comfort navigating CRM platforms and a generally tech‑savvy mindset.
• Proficiency in Microsoft Office or Google Suite.
• Ability to manage competing priorities without dropping the ball.
• A problem‑solving attitude and a genuine customer‑first approach.

COMPENSATION:

The base pay for this role is $21.00 per hour, based on market data and internal compensation practices. This role may also be eligible for an incentive program based on performance.

SPLASHERS ENJOY:

• Fully remote work freedom (for most roles)
• Competitive salary packages
• Flexible PTO + 9 company holidays
• Equity: Share in our start‑up success
• Comprehensive and affordable insurance benefits
• Paid parental leave for both caregivers
• Essential modern equipment to get the job done
• Fully paid Claude subscription to supercharge your work
• 401(k) for your future savings
• Quarterly meet‑ups: In person & virtual fun
• Awesome Splash swag to flaunt your team spirit

EMPLOYMENT AT SPLASH IS BASED ON INDIVIDUAL MERIT. OPPORTUNITIES ARE OPEN TO ALL, WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, CREED, AGE, HANDICAP, NATIONAL ORIGIN, ANCESTRY, MILITARY STATUS, VETERAN STATUS, MEDICAL CONDITION, MARITAL STATUS, SEXUAL ORIENTATION, AFFECTIONAL PREFERENCE, OR OTHER IRRELEVANT FACTORS. SPLASH IS AN EQUAL OPPORTUNITY EMPLOYER.