About this role.
Happy Money is hiring a Senior Collections Specialist to manage delinquent consumer-loan accounts, negotiate repayment or hardship arrangements, and resolve escalated customer cases. The role also serves as a floor-level subject-matter resource, supporting peers and new-hire onboarding while helping maintain collections SOPs. Success requires sound judgment, empathy, accurate account documentation, and consistent achievement of collections performance targets. This is a remote, full-time, hourly role with a fixed Monday–Friday shift of 6:00 a.m.–2:30 p.m. PST / 9:00 a.m.–5:30 p.m. EST. Familiarity with LoanPro, Genesys, Google Sheets, Confluence, and Jira is specifically requested.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I begin by listening carefully and verifying the account details, then explain the available options in clear, respectful language. I assess the customer’s stated circumstances against approved hardship, payment-plan, or settlement parameters, document the interaction thoroughly, and confirm the agreed next steps before ending the call.
I view respectful, solution-focused communication as essential to sustainable collections results. By being prepared, explaining options accurately, setting clear commitments, and following up consistently, I can pursue resolution while protecting customer trust and meeting productivity and recovery targets.
I would remain calm, acknowledge the customer’s concern, review the account history and prior notes, and identify the issue that needs resolution. I would apply policy and sound judgment, involve the appropriate lead or compliance resource when needed, clearly communicate the outcome, and document the escalation and actions taken.
I support peers by sharing practical call-handling techniques, clarifying workflows, and offering constructive feedback tied to policy and customer outcomes. I also use recurring questions or errors as opportunities to improve job aids, SOPs, and onboarding materials.
I use the collections system and task lists to prioritize time-sensitive commitments, escalations, and aging accounts. I document each interaction immediately, block time for follow-ups and administrative work, and regularly review my queue so that no commitment or required action is missed.
ABOUT HAPPY MONEY
Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence.
Happy Money’s end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $6.5 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at happymoney.com. View our Employee Privacy Policy here.
Happy Money is a 100% fully distributed company. Remote work doesn’t mean less work, we work full-time jobs and show up to them fully every day. See more in our Happy Money Way overview.
ABOUT THE ROLE
The Senior Collections Specialist is an experienced, floor-level expert who plays a key role in the day-to-day effectiveness of the Collections team. This role goes beyond core collections work — serving as a go-to resource for peers, a contributor to process documentation, and a skilled handler of complex and escalated customer situations. Our ideal candidate brings a deep understanding of collections processes and systems, a passion for customer experience, and a collaborative mindset that elevates the team around them.
Employment:
Hourly, Full-time
Working Shift:
Monday – Friday
6am – 2:30pm PST / 9am – 5:30pm EST
Monthly Bonus Incentive:
Eligible for up to $1200/monthly performance bonus
RESPONSIBILITIES
Customer Engagement & Collections
- Contact past due customers, communicating professionally and persistently to facilitate resolution. You will interact with customers that range from 1 to 120+ days past due.
- Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance.
- Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience.
- Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented.
- Meet or exceed department performance targets through organized, proactive, and effective collections efforts.
Peer Support & Team Development
- Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability.
- Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices.
- Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers.
Process & Documentation
- Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow.
- Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience.
- Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.
ABOUT YOU
- 2+ years of experience in collections, customer operations, or a related field.
- Deep understanding of collections processes, strategies, and regulatory considerations.
- Demonstrated ability to handle escalated customer situations with professionalism, empathy, and sound judgment.
- Detailed in communication, writing, and typing skills – able to clearly convey information to customers and peers alike.
- Detail-oriented with a passion for accuracy and process consistency.
- Comfortable providing peer feedback and contributing to the growth and development of teammates.
- Proactive problem solver who can pivot quickly to address immediate business needs.
- Proficient in LoanPro, Genesys, Google Sheets, Confluence, and Jira.
- Ability to work independently with general instructions, managing priorities effectively with minimal supervision.
- Flexibility with schedule changes and availability for overtime based on business needs.
BENEFITS & PERKS
- Generous medical, dental, vision, and HSA options with employer contributions.
- Eligible for up to $1200/monthly performance bonus
- 401k Plan with a matching contribution
- Generous PTO including sick leave, vacation, volunteer, and more
- Paid Parental Leave
- Company-paid short & long term disability and life insurance
- Monthly tech stipend to help cover expenses for remote work
- Happy Money is a 100% fully distributed workforce
Base Salary Range
$50,000—$65,000 USD
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
