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15 days ago
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About Us :Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business.We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution.At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.Why Novo?Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in AmericaPositive, inclusive, supportive culture cheering you on your journeyWe work with very new technologies and architecture patternsWe provide learning and development budgets to help you grow and bond with your teamOffices in NYC, and India for those that want to whiteboard in personAbout the Role: We are looking for an Account Servicing / Collections Specialist who can effectively support customers through financial challenges while helping maintain the health and performance of Novo’s lending portfolio. In this role, you will work directly with small business customers who have fallen behind on their repayment obligations for our MCA, Credit Card, and other loan options available for Novo customers. You will engage with customers across multiple communication channels, with a primary focus on inbound and outbound calls, to understand their financial situation and negotiate realistic repayment solutions that support both the customer’s financial recovery and Novo’s portfolio health.This role requires strong communication skills, operational discipline, negotiation ability, and customer empathy in a fast-paced fintech environment.Responsibilities:Account Recovery & NegotiationManage a portfolio of delinquent accounts across all stages of delinquencyContact customers through outbound and inbound calls to discuss past-due balancesNegotiate repayment solutions such as payment plans, restructures, or settlementsFollow up on broken payment arrangements and renegotiate repayment plans when necessaryEducate customers on repayment expectations and strategies to prevent future delinquencyCustomer Communication & Relationship ManagementDemonstrate empathy and professionalism when working with customers experiencing financial hardshipUse strong verbal and written communication skills to clearly explain repayment obligations and available solutionsDe-escalate difficult customer interactions while maintaining professionalismOperational EffectivenessManage high call volumes while maintaining quality customer interactionsPrioritize accounts appropriately based on delinquency stage and portfolio strategyMaintain detailed and accurate documentation of customer communications and repayment agreementsSystems & Technical ExecutionUtilize internal CRM and collections management systems to track account activityMaintain organized account records and ensure data accuracy across customer interactionsApply skip tracing techniques and available tools to locate and contact customers when necessaryCollaboration & Team ContributionPartner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issuesContribute to a collaborative team environment by sharing insights and supporting team goalsRespond promptly to internal inquiries and escalations related to customer accountsProblem Solving & JudgmentAnalyze customer situations to determine the most appropriate repayment solutionsRemain calm and composed during challenging interactions and resolve issues effectivelyRequirements:Collections & Recovery ExperienceMinimum 2 years of collections experiencePrevious experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environmentsExperience negotiating repayment arrangements or managing delinquent customer portfoliosCommunication & Interpersonal SkillsExcellent verbal and written communication skillsStrong active listening skills and ability to build trust with customersAbility to navigate sensitive financial conversations with empathy and professionalismOperational & Organizational SkillsStrong time management and ability to handle a high-volume call environmentExcellent attention to detail with consistent and accurate documentation practicesAbility to prioritize work and adapt to changing operational prioritiesTechnical & Analytical SkillsExperience working with CRM or collections management systemsAbility to analyze account information and customer data to inform repayment solutionsFamiliarity with skip tracing or customer location strategies is a plusPersonal AttributesStrong sense of ownership and accountability for assigned accountsAbility to remain composed in high-pressure situationsCollaborative team player who contributes to a positive team environmentDemonstrated initiative and willingness to learn and growHow We Define SuccessDrive positive repayment outcomes through effective customer engagementMaintain strong documentation and compliance practicesManage assigned accounts proactively and responsiblyContribute to team recovery goals and portfolio performanceContinuously improve through coaching, feedback, and data-driven insightsNovo 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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