Collections Specialist

Location: Remote

The Collections Specialist is responsible for managing mid- to late-stage delinquent consumer accounts and working directly with borrowers to resolve past-due balances in a compliant, professional, and borrower-focused manner. This position plays a critical role in supporting portfolio performance, reducing credit losses, and ensuring all collection activity is conducted with accuracy, empathy, and adherence to applicable regulatory and institutional requirements.

• Manage assigned mid- to late-stage delinquent accounts through outbound and inbound borrower communication, including phone, email, and SMS, in accordance with applicable policies and regulatory requirements.
• Negotiate appropriate payment arrangements, repayment plans, or resolution strategies designed to reduce delinquency, prevent avoidable charge-offs, and support borrower account rehabilitation.
• Conduct skip tracing and location efforts using approved tools and procedures to re-establish contact with borrowers and support account resolution.
• Assess account status, borrower circumstances, and risk indicators to determine appropriate next steps, including escalation for legal review when warranted.
• Maintain complete, accurate, and timely account documentation within servicing systems, including borrower communications, payment commitments, disputes, and escalation activity.
• Support inbound call handling as needed while maintaining a professional, consistent, and compliant borrower experience.
• Collaborate with third party collections agency to manage post charge off activities.
• Adhere to all applicable laws, regulations, company policies, and procedures governing borrower communications, collections activity, skip tracing, documentation, and account management.
• Identify and escalate complaints, disputes, bankruptcy notices, SCRA/MLA matters, hardship requests, and other sensitive account issues in accordance with established procedures.

Required Qualifications

• Minimum of 2–3 years of consumer collections experience, preferably involving personal loans, installment lending, or secured and unsecured consumer debt.
• Experience working in financial services, fintech, banking, or another regulated lending environment preferred.
• Working knowledge of collection-related regulatory requirements, including the FDCPA and Regulation F.
• Strong verbal and written communication skills, with the ability to manage sensitive borrower conversations with professionalism, empathy, and sound judgment.
• High attention to detail, strong documentation habits, and the ability to work accurately within servicing systems.
• Demonstrated ability to balance borrower-centered communication with results-driven account resolution.

Preferred Qualifications

• Prior experience with loan servicing platforms, borrower management systems, or collections workflow tools.
• Familiarity with charge-off prevention strategies, repayment negotiations, and escalated account handling.
• Experience identifying and escalating regulatory-sensitive account matters, including disputes, complaints, bankruptcy notices, SCRA/MLA protections, and hardship requests.

 Core Competencies

• Professional borrower communication and conflict resolution
• Regulatory awareness and compliance discipline
• Account analysis, prioritization, and risk assessment
• Negotiation, follow-through, and results orientation
• Accuracy, accountability, and sound documentation practices

Start building your career with J.G. Wentworth today!

J.G. Wentworth is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. J.G. Wentworth makes hiring decisions based solely on qualifications, merit, and business needs at the time.