*Remote opportunity
About the Role:
Pivotal to Novo's success is the appointment of an exceptional Account Servicing Specialist who is passionate about our customers and helping Novo to be the best it can.
You will be responsible for working with Novo Funding customers who have fallen behind on their MCA repayments by negotiating payment terms and best solutions for financial well-being. We genuinely care and help our customers, who may be in financial hardship by providing reasonable plans to help them get back to financial wellness.
Responsibilities:
- Manage early arrears (lagging customers) portfolio end-to-end;
- Work in the Delinquency and Recovery environment and will handle routine outbound or inbound calls at any stage of delinquency, up to and including Pre-Charge off and the Recovery area;
- Call/email customers who are behind on payments and help bring them up to date by creating realistic payment plans;
- Make suitable payment arrangements with customers as per our credit policy;
- Follow up on broken payment arrangements and renegotiate new arrangements;
- Keep up to date records of each customer contact and track severity of delinquency;
- Educate delinquent customers to prevent future arrears.
Requirements for the Role:
- Previous experience in a recovery/servicing team - preferably in the SMB credit industry;
- Has a deep understanding of servicing and recovery organization, policies, procedures, and systems, and negotiates more complex payment programs or arrangements with minimal guidance while staying within compliance guidelines;
- Demonstrated success in new-age recovery strategies that emphasize addressing outstanding amounts with customer empathy;
- Experience in executing a recovery plan with the ability to create repayment plans;
- A passion for putting the customer first and wanting to assist with their financial situations using your communication and problem-solving skills;
- A strong analytical mind-set and ability to create new solutions and strategies using data as your guide;
- Display team leadership, be an individual goal achiever but also understand, contribute to and be an advocate of the overall team goal, be adaptable to change, lead peers by example, be dependable, etc. ;
- Experience working in a customer support and service team;
- Excellent communication skills;
- Exceptional organizational skills;
- Customer service focus;
- Ability to understand and discuss personal and financial difficulties;
- Ability to recommend and negotiate payment arrangements.
How We Define Success:
- Ownership and accountability for a winning credit underwriting strategy;
- Continuous improvements to model and methodologies;
- Team player; does their part without the ego.
Nice to Have, But Not Required:
- Experience at a hyper-growth startup or fast-paced company
Novo values diversity as a core tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
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