Collections Agent (Bilingual in Spanish and English)

Kafene is a leading point-of-sale financing partner dedicated to empowering flexible ownership solutions for underserved customers nationwide. By enabling our retail partners to offer flexible lease-to-own (LTO) purchase options for prime and nonprime consumers, Kafene helps merchants grow their customer base and meet the growing demand for furniture, appliances, electronics, tires, and other durable goods. Utilizing more than 20,000 data inputs in tandem with cutting-edge AI and machine learning technologies, our platform creates a best-in-class experience for both merchants and customers. With over $150 million in sales since inception, we are rapidly growing and looking to expand our team.

We take pride in fostering a dynamic workplace culture that values collaboration, innovation, and mutual support. Our team of 100 is spread between a NYC headquarters, a Wilmington office, and fully remote staff across the country. Last year, we were selected for Built In Startups to Watch and Forbes' Best Startup Employers.

In this role, you will join our talented team members to play an important role to enable our company to serve customers better and drive healthy business growth. We are seeking a dedicated Collections Agent to engage in our business growth by helping customer making renewable payments and recovering past due amount while providing Kafene’s quality service standards and maintaining high customer satisfaction. You should possess experience with debt collection and knowledge of the Fair Debt Collection Practices Act (FDCPA).

Key Responsibilities

The successful Collections Agent should be able to balance their focus on business results and finding solutions to help our customers. Key accountabilities include, but are not limited to:

- Self-motivated person who is passionate to learn various new payment solutions, and able utilize advanced probing negotiation and skills to understand customer situation and resolve delinquency.

- Possess the ability to learn about new business concepts and new collection techniques or payment programs in a fast-paced environment to drive continuous business improvement.

- Treat customers with respect and demonstrate sensitivity and compassion in difficult situations.

- Able to lead conversation to choose among alternative courses of action to resolve delinquencies issues and bring accounts back on track.

- Great sense of ownership, timeline and receptive to development feedback while following established procedures, policies, and planned schedule to drive the best results.

- Demonstrate personal excellence including punctuality, integrity, and accountability.

- Able to navigate multiple call center platforms while staying engaged with our customers on the phone and handle the cases accurately.

- Strong attention to detail and a strong drive to follow up on unsolved cases.

- Ensure compliance with applicable laws, rules, and regulations.

- Adhere to internal policies by applying sound ethical judgment regarding personal behavior, conduct and business practices, while escalating, managing and reporting control issues with transparency.

Qualifications

- High School diploma/GED required

- Must be willing to work in an environment that requires 100% phone-based customer interaction.

- Minimum of one year of B2C collection or customer service experience required, either by phone or face-to-face.

- Proficiency with basic computer functions, including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment, strongly preferred

Kafene is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.