[Hiring] Operations Coordinator @Mission Lane

Role Description

We're hiring Operations Coordinators for our Collections & Recoveries team to have direct, honest conversations with customers every day about getting their accounts back on track, fairly and respectfully.

The impact you'll make:

• A customer’s fallen behind on a credit card payment. They already know what they owe. What they don't know is whether taking our call means getting further behind, or getting somewhere.
• They need someone on the other end of the line who will tell them plainly what's owed and what their options are, listen to what's actually going on, and help them land on a plan that works for their life.

As an Operations Coordinator on the Collections & Recoveries team, you're that voice. Your job on every call is to be straightforward, be kind, and get to a plan that helps the cardholder move forward.

As Operations Coordinator, you will:

• Speak with customers who've fallen behind on payment, understand their circumstances, and ask directly for what's owed, in full or through a workable payment plan.
• Work with customers through pushback and objections, staying patient and persistent as you build toward a plan that works for them.
• Follow established scripts, tools, and account guidelines to keep every conversation consistent, professional, and compliant.
• Read a conversation quickly and match your approach: firm when it counts, understanding when it's warranted, always keeping the ask in view.
• Keep accurate, timely records of every call and outcome in our systems.
• Meet daily and weekly targets for collections, call quality, and productivity.
• Take coaching and feedback fast, and apply it on your very next call.
• Flag anything unusual (a complex account, a dispute, a technical issue) to your manager right away for guidance.
• Stay actively engaged with your team throughout your shift in Collaboration Room AI, our virtual, video-based team space.

Qualifications

• 1+ year of experience in a phone-based, customer-facing role (collections, customer service, sales, or similar).
• Strong verbal and written communication skills.
• Ability to consistently meet performance expectations in a metrics-driven environment.
• Ability to work a remote schedule while maintaining an active presence in Collaboration Room AI throughout your shift, camera on outside of breaks and lunch.
• Fast, reliable internet (minimum 80 Mbps download / 8 Mbps upload) and a private, quiet workspace.

Requirements

• Direct experience in consumer debt resolution.
• High school diploma or GED.
• Familiarity with contact center technology (e.g., dialers, case management tools).
• Comfortable working with call center metrics.
• Bilingual professional fluency in English and Spanish.
• Proficiency with our key business technology platforms: Mac OS, Google Workspace, Tableau, and Slack.
• Working knowledge of relevant financial regulatory requirements (e.g. FDCPA, TCPA, FCRA, BSA, SCRA, MLA, UDAAP).

Benefits

• Starting hourly base pay range: $17.25 - $19.20
• Bilingual (Spanish-English): $18.11 - $20.16
• Comprehensive benefits plan, which includes:
• Paid time off
• 401(k) match
• Monthly wellness stipend
• Health/dental/vision insurance options
• Disability coverage
• Paid parental leave
• Flexible spending account (for childcare and healthcare)
• Life insurance
• Remote-first work environment
• Clear path for internal progression based on performance goals.
• Opportunity for promotion within your first year of employment.

Company Description

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.

• Mission Lane offers credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience.
• Over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma.
• Mission Lane has cumulatively raised over $600 million of equity from leading investors.
• Our commitment to a workplace built on respect and dignity is guided by our core value of Unity.
• Mission Lane is an equal opportunity employer.