Job Description
Company Overview
Discover Financial Services is a leading U.S. consumer finance company, renowned for its innovative credit card products, personal loans, and digital banking solutions. With a commitment to responsible lending and superior customer experiences, Discover employs cutting‑edge technology and data analytics to serve millions of members worldwide. The company’s culture emphasizes collaboration, continuous learning, and a strong focus on ethical financial practices.
Key Responsibilities
Key Responsibilities For Virtual Collections Representative
- Initiate outbound calls, emails, and secure chat interactions with delinquent accounts to negotiate repayment plans and resolve outstanding balances.
- Conduct thorough reviews of account histories, payment patterns, and supporting documentation to assess risk and determine appropriate collection strategies.
- Maintain compliance with federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA) and the Consumer Financial Protection Bureau (CFPB) guidelines.
- Accurately document all customer communications, payment agreements, and disposition codes within the company’s CRM system.
- Collaborate with internal teams such as Credit, Legal, and Customer Service to coordinate case escalations and resolve complex disputes.
- Meet or exceed monthly performance metrics, including contact rate, promise‑to‑pay ratio, and recovery amount.
- Provide empathetic, solution‑focused service while protecting the brand’s reputation and fostering long‑term customer relationships.
Required Qualifications
- High school diploma or GED; associate’s degree or higher preferred.
- Minimum of 2 years proven experience in collections, debt recovery, or a related customer‑facing financial role.
- Demonstrated ability to meet quantitative targets in a high‑volume, remote environment.
- Strong verbal and written communication skills, with a professional and courteous phone presence.
- Proficiency with CRM platforms, Microsoft Office Suite, and basic data entry.
- Reliable high‑speed internet connection and a quiet, dedicated workspace meeting company security standards.
Desired Skills
- Experience with virtual collections tools such as FICO Debt Manager, Experian Collections, or similar platforms.
- Knowledge of credit reporting processes and the ability to explain credit impacts to consumers.
- Bilingual proficiency, particularly in Spanish, to serve a diverse member base.
- Conflict resolution and negotiation training or certification.
- Familiarity with data privacy regulations (e.g., GDPR, CCPA).
Compensation & Benefits
- Annual base salary range: $58,000 to $78,000, commensurate with experience and performance.
- Eligibility for quarterly performance bonuses tied to recovery targets.
- Comprehensive health, dental, and vision insurance plans with employee contributions.
- 401(k) plan with company match, paid time off, and flexible work‑from‑home schedule.
- Professional development stipend, tuition assistance, and access to internal learning portals.
How to Apply
Interested candidates should visit Discover’s Careers portal, locate the “Virtual Collections Representative” opening, and submit an online application including a current résumé and a brief cover letter outlining relevant experience. After submission, qualified applicants will be contacted for an initial virtual interview. Discover is an equal opportunity employer and encourages applicants from all backgrounds to apply.
Discover Financial Services is a leading U.S. consumer finance company, renowned for its innovative credit card products, personal loans, and digital banking solutions. With a commitment to responsible lending and superior customer experiences, Discover employs cutting‑edge technology and data analytics to serve millions of members worldwide. The company’s culture emphasizes collaboration, continuous learning, and a strong focus on ethical financial practices.
Key Responsibilities
Key Responsibilities For Virtual Collections Representative
- Initiate outbound calls, emails, and secure chat interactions with delinquent accounts to negotiate repayment plans and resolve outstanding balances.
- Conduct thorough reviews of account histories, payment patterns, and supporting documentation to assess risk and determine appropriate collection strategies.
- Maintain compliance with federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA) and the Consumer Financial Protection Bureau (CFPB) guidelines.
- Accurately document all customer communications, payment agreements, and disposition codes within the company’s CRM system.
- Collaborate with internal teams such as Credit, Legal, and Customer Service to coordinate case escalations and resolve complex disputes.
- Meet or exceed monthly performance metrics, including contact rate, promise‑to‑pay ratio, and recovery amount.
- Provide empathetic, solution‑focused service while protecting the brand’s reputation and fostering long‑term customer relationships.
Required Qualifications
- High school diploma or GED; associate’s degree or higher preferred.
- Minimum of 2 years proven experience in collections, debt recovery, or a related customer‑facing financial role.
- Demonstrated ability to meet quantitative targets in a high‑volume, remote environment.
- Strong verbal and written communication skills, with a professional and courteous phone presence.
- Proficiency with CRM platforms, Microsoft Office Suite, and basic data entry.
- Reliable high‑speed internet connection and a quiet, dedicated workspace meeting company security standards.
Desired Skills
- Experience with virtual collections tools such as FICO Debt Manager, Experian Collections, or similar platforms.
- Knowledge of credit reporting processes and the ability to explain credit impacts to consumers.
- Bilingual proficiency, particularly in Spanish, to serve a diverse member base.
- Conflict resolution and negotiation training or certification.
- Familiarity with data privacy regulations (e.g., GDPR, CCPA).
Compensation & Benefits
- Annual base salary range: $58,000 to $78,000, commensurate with experience and performance.
- Eligibility for quarterly performance bonuses tied to recovery targets.
- Comprehensive health, dental, and vision insurance plans with employee contributions.
- 401(k) plan with company match, paid time off, and flexible work‑from‑home schedule.
- Professional development stipend, tuition assistance, and access to internal learning portals.
How to Apply
Interested candidates should visit Discover’s Careers portal, locate the “Virtual Collections Representative” opening, and submit an online application including a current résumé and a brief cover letter outlining relevant experience. After submission, qualified applicants will be contacted for an initial virtual interview. Discover is an equal opportunity employer and encourages applicants from all backgrounds to apply.
Required Skills
- Virtual
- Collections
- Representative