Collections Specialist

ABOUT THE ROLE:

Splash Financial is hiring a Collections Specialist who understands that a phone call about a past-due balance can either break trust or build it. You'll work directly with customers navigating real financial stress — helping them find a path forward through payment arrangements and hardship programs, while protecting the health of Splash's loan portfolio. This is a role for someone who takes pride in turning a hard conversation into a good outcome, who can hold a firm line while making a customer feel genuinely supported, and who sees every interaction as a chance to represent Splash at its best.

You'll collaborate closely with internal teams to share customer insights, flag emerging trends, and help shape the programs and policies that make a real difference for borrowers. If you're motivated by solving problems, hitting goals, and making a measurable impact — this is the role for you.

This is a full-time, in-person role based in our Mesa, AZ office. Candidates must be located in the Greater Phoenix Area. Hours are Monday through Friday, 8:00am–5:00pm (Standard Time) and 9:00am–6:00pm (Daylight Saving Time).

WHAT YOU'LL DO AT SPLASH:

• Handle inbound customer inquiries via phone, email, and chat with professionalism and empathy.
• Make outbound contact with past-due customers to secure payments or establish payment arrangements.
• Assess customers' financial situations and offer appropriate hardship programs.
• Resolve loan concerns and questions, aiming for first-contact resolution.
• Accurately document all interactions in our CRM to maintain clean records and support continuous improvement.
• Surface customer insights and trends to management to help improve products, policies, and operations.
Follow up on open issues to ensure timely resolution and high customer satisfaction.

WHAT YOU'LL BRING TO SPLASH:

• 1–2+ years of collections, loan servicing, or financial services experience.
• Strong verbal and written communication skills — you can deliver difficult news with clarity and care.
• Comfort navigating CRM platforms and a generally tech-savvy mindset.
• Proficiency in Microsoft Office or Google Suite.
• Ability to manage competing priorities without dropping the ball.
• A problem-solving attitude and a genuine customer-first approach.

COMPENSATION:

The base pay for this role is $21.00 per hour, based on market data and internal compensation practices. This role may also be eligible for an incentive program based on performance.