Customer Operations Specialist

Running a business is hard, we make it easier. Our business credit card has helped over 200,000 businesses access credit and we hope to partner with over 1 million by the end of 2025. 

Running a business is hard, we make it easier. Capital on Tap is the premier credit card company for small businesses! We have helped over 125,000 businesses access credit and hope to partner with over 1 million by the end of 2025. 

Our people (and our office dogs) really are the best thing about working at Capital on Tap. We have built a dynamic, fun, and vibrant culture. Your opportunities for growth are as big as your ambitions and we champion you, to pilot your own ideas to have an impact and add value to the business!

Initiative Focused

Our customers need to know that you understand them and how important their issues are. They need to believe that you’re the person who can help. Taking that extra step to notice trends in issues our customers are facing and becoming proactive in finding solutions is key here.

Customer Obsessed

We want to build the most incredible customer experience the US has ever seen, and as a Collections Agent, you’ll play a critical role in achieving that.

A collections agent's primary duty is to communicate with customers, usually via telephone, to resolve delinquent accounts and collect payment on debts.

• You have a genuine passion for customers, and for providing the best solution possible.
• You’ve got experience speaking with customers either via phone, email, or web chat
• You’re highly empathetic, with a high degree of emotional intelligence and human understanding.
• You thrive in a fast-paced, innovative business environment that rewards excellence and does not tolerate mediocrity.
• Sound knowledge of collection practices, regulations and procedures, and telephone mannerisms
• Solid understanding of repayment schedules and bad debt management
• Proficient in preventing losses, controlling delinquent balances and collecting delinquent accounts
• Proven ability to negotiate repayment plans for varying levels of delinquency and balances
• College Degree a bonus, high school diploma/GED required
• Intermediate Google Suite Skills/Excel Skills
• Strong work ethic and pride in performance
• Exceptional ability to prioritize tasks, organize and pay strict attention to detail
• Ability to work in a fast paced, ever changing environment with a team first mentality
• Flexibility with schedule, preferred 

• Work with customers to satisfy inquiries and collect on delinquent balances
• Provide problem solving resolutions to borrowers and recommended action based on conversation and account review
• Handle both inbound and outbound calls, emails, and texts to assist customers.
• Conduct proactive customer contact to minimize potential financial distress of customers
• Review delinquent accounts and execute the most optimal contact strategy for each account to maintain losses below established goals 
• Using your experience in collections and hardship customer circumstances, negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay
• Work directly with leadership for improvements from borrower level all the way to systems and processing level
• Preparing arrangements that are affordable and sustainable for our customers as well as within our constantly evolving collections and recoveries strategies.
• As a subject matter expert, take responsibility for resolving disputes or complaints, ensuring that caller concerns are actioned correctly, and all parties are notified promptly.
• Ensure a game-changing level of professionalism and customer service is provided to the customer, offering them all relevant information to allow them to understand any options available to them
• Work in a startup environment with the goal to strive for improvement with both the quality and method of the interaction with borrowers. 
• Evening and/or weekend hours may be required. Possibly evenings a week and a rotating Saturday

In addition to a great environment in a Midtown location we also offer:

• Starting rate of $22/hour with a bonus incentive
• 90% Healthcare premium paid by us!
• 401k match - 100% match to 3% and then 50% to 5%
• 20 days PTO
• Excellent progression and opportunity to grow and develop – we give every employee $1,250 a year to grow their skills outside the company
• Chance to work for a growing, internationalizing organization. 
• Generous anniversary rewards
• Snacks provided!

Capital on Tap was built and continues to thrive because we embody each of our core values as they help us reach our goals!

Just pilot: We continuously pilot new ideas! We realize our job is never done, we ask questions and figure it out.

Be a buddy: We tap in from day one! Always lending a helping hand and doing the right thing for our team and customers.

Why not today: By keeping things simple, we take ownership and raise the bar. Accountability is vital because fast is as slow as we go.

At Capital on Tap, we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin, and all the other characteristics that make us who we are.

This is a place where a diverse mix of talented people come and do their best work and most importantly feel included and that they can be their authentic selves. We welcome, consider, and encourage applications from anyone that shares this passion.