Senior Collections Specialist

About Happy Money

Happy Money is a consumer finance business focused on helping people reach personal goals through straightforward, transparent loans arranged with established financial institutions. Its in-house lending platform, Hive, provides a fully digital borrowing experience that makes the process simpler for consumers while helping credit unions, banks, and asset managers broaden their portfolios and grow with more confidence.

Through its origination and participation programs, Happy Money gives partners efficient access to high-quality assets supported by disciplined credit judgment and strong risk controls. Working with lending partners, the company has originated more than $6.5 billion in loans and has helped nearly 350,000 people gain more control over their financial lives.

Happy Money operates as a fully distributed company, and remote work is expected to be fully engaged full-time work.

Role Overview

The Senior Collections Specialist is a hands-on, experienced collections professional who contributes directly to the team’s daily performance. In addition to core collections work, this person acts as a trusted resource for teammates, helps document and improve procedures, and handles complex or escalated customer cases with care and judgment. The ideal candidate combines strong collections expertise, a customer-first mindset, and a collaborative style that strengthens the wider team.

Working Arrangement

This is a full-time hourly position.

Shift schedule: Monday through Friday, from 6:00am to 2:30pm PST, or 9:00am to 5:30pm EST.

Responsibilities

• Reach out to customers with past-due balances in a professional and persistent manner to support resolution.
• Work with customers to set up payment arrangements, hardship options, and settlements within approved guidelines when full repayment is not possible.
• Take ownership of escalated calls and intricate account reviews, using sound judgment to resolve concerns and protect the customer experience.
• Keep account notes and customer records accurate, current, and fully documented whenever status changes occur.
• Consistently work toward or exceed team performance goals through organized and proactive collections activity.
• Offer feedback and day-to-day support to peers and BPO teammates to encourage continuous improvement and shared accountability.
• Help onboard and train new team members by sharing subject-matter knowledge and reinforcing standard practices.
• Act as an initial point of contact for coworkers who need help with workflow questions, troubleshooting, or escalations.
• Assist in creating and updating SOPs so internal documentation stays clear, accurate, and easy to use.
• Spot opportunities to improve processes and share ideas with the Team Lead that can strengthen efficiency, compliance, and customer experience.
• Maintain strong familiarity with collections systems, tools, and workflows to serve as a dependable subject matter expert.

Requirements

• At least 2 years of experience in collections, customer operations, or a similar field.
• Solid understanding of collections methods, strategies, and relevant regulatory considerations.
• Proven ability to manage escalated customer interactions with professionalism, empathy, and good judgment.
• Strong written, verbal, and typing skills with the ability to communicate clearly to both customers and internal teammates.
• High attention to detail and a commitment to accuracy and process consistency.
• Comfort giving constructive peer feedback and supporting teammate development.
• Self-directed problem-solving ability and flexibility to respond quickly to shifting business needs.
• Working knowledge of LoanPro, Genesys, Google Sheets, Confluence, and Jira.
• Ability to work independently from general direction while managing priorities with limited supervision.
• Willingness to adapt to schedule changes and work overtime when business needs require it.

Perks and Benefits

• Medical, dental, and vision coverage, plus HSA options with employer contributions.
• Eligibility for performance bonuses of up to $1,200 per month.
• 401(k) plan with company matching.
• Generous paid time off, including sick leave, vacation, volunteer time, and more.
• Paid parental leave.
• Company-paid short-term and long-term disability, along with life insurance.
• Monthly technology stipend to help cover remote work expenses.
• Fully distributed workforce with remote-first work culture.

Compensation

Base pay range: $50,000 to $65,000 USD per year.

Additional Information

This role is a full-time remote position. The company expects employees to work fully and consistently as part of a distributed team.