Collections Specialist - Onsite

Defi-Auto-LLC; Buffalo (NY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid Training

Up to four weeks PTO per year

Tuition Reimbursement

Internal growth opportunities

Job summary

defi SOLUTIONS is hiring a Collections Specialist to support customers through early-stage account recovery in an onsite role at Amherst, NY. You will deliver a professional, respectful customer experience while assisting with repayment options and payoff information.

This role is ideal for problem-solvers who thrive in a fast-paced contact center, where accuracy and client-focused service help bring accounts current and maintain compliant interactions.

Qualifications

• High School Diploma or GED required.
• At least 1 year of experience in a high-volume contact center.
• Experience working remotely with stable internet and adherence/quality standards.
• We cover all required collections licensing across multiple states.

Responsibilities

• Provide customer support for payment questions, due dates, payoff information, and account updates.
• Process ACH requests and provide accurate payoff quotes.
• Assist customers with early-stage account recovery for accounts 1–45 days past due.
• Discuss repayment options and help set up payment arrangements when appropriate.
• Review account information and document updates accurately.
• Maintain professionalism, empathy, and compliance during all customer interactions.
• Meet quality, adherence, and efficiency expectations in a high-volume environment.

Skills

High-volume experience

Problem solving

Clear communication

Customer service

Education

High School Diploma or GED

Tools

Skip tracing tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Collections Specialist - Onsite

Full Time Client Services Amherst, NY, US

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customer lending processes with proven, scalable performance.

What is in it for You?

• Paid Training
• Up to four weeks of PTO (Paid Time Off) allotted per year to encourage a healthy work/life balance
• Tuition Reimbursement
• We encourage your individual growth and look to promote within!

Position Summary

The Account Recovery Specialist is responsible for supporting customers through early-stage account recovery while delivering a professional, respectful, and solutions-focused customer experience. This role involves assisting customers with account questions, payment support, due dates, payoff information, account updates, and repayment options.

This position is ideal for someone who enjoys problem-solving, communicating with customers, working in a fast-paced contact center environment, and helping customers identify options to bring their accounts current.

Duties and Responsibilities

• Provide customer support for payment questions, due dates, payoff information, and account updates.
• Process ACH requests and provide accurate payoff quotes.
• Assist customers with early-stage account recovery for accounts 1–45 days past due.
• Discuss repayment options and help set up payment arrangements when appropriate.
• Review account information and document updates accurately.
• Use skip tracing tools to locate and update customer information.
• Maintain professionalism, empathy, and compliance during all customer interactions.
• Meet quality, adherence, and efficiency expectations in a high-volume contact center environment.

Required Qualifications:

• High School Diploma or GED
• Experience in a High-Volume Contact Center:At least one (1) year of experience in a high-volume call center
• Proven Remote Work Experience:Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
• State Licensing Covered:We handle and fully cover all required collections licensing across multiple states – no cost to you.

Preferred Qualifications

• Previous experience in customer service, call center, collections, banking, finance, billing, retail management, or account support
• Experience working with customers in sensitive or high-stress situations
• Ability to remain calm, professional, and solutions-focused
• Strong attendance, reliability, and productivity history
• Experience meeting performance metrics in a contact center environment

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.