Sr. Associate, Collections & Servicing

Qcells North America; Irvine (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Qcells North America is seeking a Sr. Associate for their Collections & Servicing team in Irvine, CA. This role focuses on managing and collecting delinquent customer accounts across various product lines and improving collection processes.

The ideal candidate should have a Bachelor's degree and over 5 years of relevant experience, alongside strong negotiation and problem-solving skills. The position provides an opportunity to make impactful changes while maintaining customer relationships.

Qualifications

• 5+ years of professional work experience in customer-facing collections.
• Ability to negotiate effectively and handle difficult conversations.
• Strong self-starter mentality with strong organizational skills.

Responsibilities

• Collect on a portfolio of delinquent customers.
• Investigate delinquencies by collaborating with internal teams.
• Negotiate payment arrangements for outstanding balances.

Skills

Negotiation skills

Communication skills

Organizational skills

Problem-solving

Attention to detail

Education

Bachelor’s degree in business, finance, engineering or equivalent

Tools

Salesforce

Microsoft Office Suite

Job description

Position Description

We are looking for a Sr. Associate on our Collections & Servicing team to manage and collect delinquent customer accounts across our different product lines. The ideal candidate will have consumer collections experience with the residential solar space with a proven track record of resolving complex cases with efficiency. You will play a critical role in minimizing the company's financial risk while maintaining productive relationships with our customers. You will interact with various internal teams and stakeholders and will have a key role in upscaling our collections processes.

This position will be based out of our Irvine CA location with a potential in‑office schedule set at the direct manager’s discretion in accordance with the company’s policies and procedures. Remote may be considered for exceptional cases.

Responsibilities

• Collect on a portfolio of delinquent customers, initiating contact with customers through various channels to secure payment.
• Investigate delinquencies by collaborating with internal risk, operations and compliance teams.
• Negotiate payment arrangements for outstanding balances in a timely and professional manner.
• Adhere to collections processes and company policies while complying with relevant industry regulations and best practices.
• Actively participate in, and contribute to, evolving collection strategies and internal processes to improve recovery rates and streamline work streams while becoming a subject matter expert in the collections lifecycle.
• Identify areas of opportunity or potential patterns of noncompliance during the normal course of responsibilities and escalates appropriately for review.

Required Qualifications

• Bachelor’s degree in business, finance, engineering (or equivalent experience) with 5+ years of professional work experience in customer‑facing collections, payment operations, accounts receivable, or a similar role.
• Demonstrated ability to negotiate effectively and handle difficult conversations with professionalism and empathy.
• Excellent communication and interpersonal skills, with the ability to build rapport with both customers and internal partners.
• A strong self‑starter mentality with strong organizational skills and the ability to manage a high volume of accounts independently with limited oversight.
• A passion for problem‑solving and improving processes in a fast‑paced, entrepreneurial work environment.
• A demonstrated capacity for in‑depth investigations and problem‑solving, particularly with ambiguous starting points.
• A proven track record of serving as an escalation point for complex accounts, with a demonstrated ability to model advanced conflict resolution and creative account‑remediation strategies.
• Strong attention to detail, and intellectual curiosity.
• Working knowledge of FDCPA, Fair Debt Collection laws, UDAP, and FCRA.

Preferred Qualifications

• Experience in coaching fellow collections associates on root cause identification and mutually beneficial resolution strategies.
• Solar industry experience (renewable).
• Familiarity with origination and servicing software and systems.
• Understanding of solar lending and third‑party owned products.
• Advanced knowledge of Salesforce and Microsoft Office Suite, particularly Excel.