Collections Specialist

About the Role

We are looking for a results-driven and customer-focused

Collections Specialist to support our client. Our client offers lease-to-own solutions that help customers acquire merchandise through flexible payment options and scheduled payments. The Collections Specialist will play a key role in managing delinquent accounts, handling inbound and outbound collections calls, securing payments, resolving billing concerns, and delivering a professional customer experience while protecting client relationships.

Key Responsibilities

• Handle inbound and outbound collections calls for past-due or delinquent lease accounts
• Contact customers regarding missed payments and negotiate repayment arrangements
• Respond to inbound customer inquiries related to balances, payment options, due dates, and account status
• Educate customers on available payment options, lease terms, and account standing
• Encourage timely payments while maintaining a respectful, compliant, and customer-focused approach
• Process payments securely through approved systems and accurately document all interactions
• Handle objections, disputes, escalations, and difficult conversations professionally
• Coordinate with internal departments regarding account updates, lease adjustments, or customer concerns
• Follow all client policies, collections regulations, and data privacy standards
• Meet daily productivity targets such as call volume, promise-to-pay commitments, recovery rate, and quality scores
• Identify opportunities to retain customers and reduce cancellations or charge-offs

Requirements

Qualifications & Desired Skills

Experience & Education

• At least 1 year BPO experience in collections, billing, customer service, or financial accounts
• Experience in inbound and outbound collections is highly preferred
• Experience in US collections, lease-to-own, retail finance, or consumer lending is an advantage
• High school diploma required; college education preferred

Skills & Competencies

• Strong English verbal and written communication skills
• Ability to negotiate effectively while maintaining professionalism and empathy
• Comfortable handling difficult conversations and objections
• Strong problem-solving and conflict-resolution skills
• Detail-oriented with accurate documentation habits
• Ability to multitask and navigate multiple systems simultaneously
• Strong attendance, reliability, and accountability
• Goal-driven with the ability to meet KPIs in a fast-paced environment
• Knowledge of collections compliance practices is an advantage

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Note

Employees will be assigned to a designated Ubiquity site based on their address. This assignment does NOT require employees to work onsite and does not indicate a return-to-office (RTO) setup. It is strictly for administrative purposes only, including:

• Headcount reporting and tracking
• Distribution of company swags