Collections Agent (Remote, English-Speaking)

About the role

A remote position for English-speaking Collections Agents based in the Dominican Republic. The agent contacts customers with past-due accounts, helps them get back on track and recover balances, treating every customer with respect and in full compliance with collections regulations.

Key responsibilities

• Make and receive calls, texts and emails with past-due customers.
• Negotiate payment arrangements and process payments according to policy.
• Explain balances, payments, fees and payoff amounts clearly.
• Follow call scripts, contact limits and FDCPA/Reg F, TCPA and SCRA/MLA requirements.
• Obtain and document proper ACH payment authorizations under NACHA rules.
• Document every interaction in the loan management system.
• Escalate disputes, hardship cases, fraud claims and complaints to the right team.
• Meet daily productivity and quality goals.

Required profile

• 1+ year of experience in collections or customer service, ideally in lending, fintech or banking.
• Fluent English, written and spoken.
• Basic knowledge of FDCPA/Reg F, TCPA and fair collections practices.
• Basic understanding of loan concepts: principal, interest, fees, past-due amount and payoff.
• Comfortable working toward daily targets in a fast-paced environment.