Customer Service & Collections Representative – Job Description
Position Summary
The Customer Service & Collections Representative serves as the primary point of contact for merchants after funding. This role is responsible for providing exceptional customer service, managing account relationships, monitoring payment performance, and proactively resolving collection issues while maintaining positive merchant relationships.
Key Responsibilities
Customer Service
Welcome new merchants and conduct post-funding follow-up calls.
Answer incoming calls, emails, and text messages from merchants.
Assist merchants with account questions, payment inquiries, and general support.
Resolve customer concerns professionally and efficiently.
Document all merchant interactions within the CRM.
Maintain high customer satisfaction and retention rates.
Collections
Monitor daily payment activity and identify missed or returned payments.
Contact merchants regarding NSF returns, declined ACH transactions, and delinquent accounts.
Negotiate payment arrangements and settlement options when authorized.
Gather updated business information and financial documentation when necessary.
Escalate accounts requiring legal review or advanced collection efforts.
Maintain accurate collection notes and account status updates.
Ensure compliance with all company policies and applicable regulations.
Administrative Duties
Update CRM records and collection workflows.
Generate collection reports and account summaries.
Coordinate with underwriting, servicing, and legal teams.
Assist with reconciliation requests and merchant account reviews.
Qualifications
1+ years of customer service, collections, merchant cash advance, lending, or financial services experience preferred.
Strong communication and negotiation skills.
Ability to handle difficult conversations professionally.
Proficient with CRM systems, Microsoft Office, and communication platforms.
Strong attention to detail and organizational skills.
Ability to multitask in a fast-paced environment.
Preferred Experience
Merchant Cash Advance (MCA) industry experience.
ACH payment processing knowledge.
Collections or account management background.
Familiarity with CRM and dialer systems.
Performance Metrics
Customer satisfaction scores.
Collection recovery rates.
Delinquency reduction.
Response and resolution times.
Merchant retention and renewal opportunities.
This position plays a critical role in protecting company assets while delivering a best-in-class experience for merchants throughout the life of their funding relationship.
Pay: $900.00 - $1,200.00 per week
Benefits:
- Health insurance
- Paid sick time
- Paid training
Work Location: In person
