Account Coordinator, Collections/ Recoveries - Mission Lane
Richmond, VA
About the Job
Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we're redefining consumer credit for the better. Sound like a mission you can get behind?
We're looking for critical thinkers with strong communication and negotiation skills to join our Collections & Recoveries team as Account Coordinators.
This is a full-time, remote position with comprehensive benefits.
The Impact You'll Make
You'll play a key role in delivering on Mission Lane's purpose—enabling financial progress—by engaging with past-due customers in a virtual call center environment and guiding them toward financial recovery.
Successful candidates are quick-thinking problem solvers who balance empathy with persistence, confidently presenting and securing credit card repayment solutions.
As an Account Coordinator, You Will:
- Serve as the voice of Mission Lane, engaging with customers over the phone.
- Approach customers with dignity and respect, identifying reasons for account delinquency.
- Negotiate, problem-solve, and guide conversations toward win-win repayment solutions.
- Ensure compliance with policy, procedures, and regulatory requirements, while delivering high-quality customer interactions.
Minimum Qualifications
- 1+ year(s) of experience in a customer-focused, solutions-oriented role.
- Negotiation and/or sales experience, with a proven ability to overcome objections.
- Clear and effective communication skills, both verbal and written.
- Confidence and composure when handling challenging conversations.
- Empathy and persuasion to guide customers through repayment challenges.
- Quick-thinking problem-solving skills to recommend effective solutions.
- Tech-savvy, with the ability to learn new software and systems.
- A growth mindset, open to feedback and continuous improvement.
Work location:
- This is a remote position for residents of AR, AZ, FL, GA, MO, NC, SC, TN, TX, UT, or VA. All states are subject to change.
Workspace requirements:
- A private, quiet, and distraction-free space with no interruptions.
- Fast, reliable internet with minimum speeds of 80 Mbps download and 8 Mbps upload.
Schedule: In Eastern Time (ET); convert to your local time, as needed
100% attendance required for your first 60 days.
- Training schedule (Paid):
- Duration: First 3 weeks
- Hours: Monday-Friday 8:30 AM to 5:00 PM ET
- Work schedule:
- Structure: 4 days on + 3 days off, each week
- Shifts: Based on business need at time of hire, you may be offered one or more of the following shift options:
- Monday - Thursday 12:00 PM to 11:00 PM ET
- Tuesday - Friday 12:00 PM to 11:00 PM ET
- Thursday - Sunday 8:30 AM to 7:30 PM ET
- Saturday - Tuesday 8:30 AM to 7:30 PM ET
Compensation & Benefits:
We strive to create an environment that brings out the best in everyone, everyday, and offer comprehensive total rewards packages to support our employees' total well-being. As an Account Coordinator at Mission Lane, your compensation and benefits would include:
- Hourly Pay: $18.07
- Wellness Stipend: $100 monthly
- Internet Stipend: $40 monthly
- IT Equipment: Provided for your role during employment
- Paid Time Off: 160 hours annually
- Holiday Pay: 48 hours for company holidays, plus 16 hours of floating holiday time
- Comprehensive Benefits: Health, dental, and vision coverage
- Parental Leave: Paid leave after six months of employment
- Retirement Savings: 401(k) plan with company matching
This position offers the potential for promotion to Account Manager within your first year of employment. Promotion from Account Coordinator to Account Manager is based on achievement based performance goals.
#LI-DNI
About Mission Lane:
Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia.
It all started with a realization: nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn't do.
In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit.
To date, over three million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores.
Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.
Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.
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At Mission Lane, we're committed to a workplace built on respect and dignity, where everyone has the opportunity to contribute. We believe diversity in all forms makes us stronger, and we intentionally foster an inclusive environment where employees feel valued, respected, and free to be their true selves. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected status.
Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting peopleops@missionlane.com.
Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.
Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving.