Account Servicing Specialist (Collections and Recovery)

About Us :

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks dont provide the access, assistance and modern tools that owners need to successfully grow their business.

We started Novo to challenge the status quowere on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and were excited to lead the small business banking revolution.

At Novo, were here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. Weve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

Why Novo

Novo is a rapidly growing series B fintech startup with a mission-driven team thats passionate about helping every small business in America

Positive, inclusive, supportive culture cheering you on your journey

We work with very new technologies and architecture patterns

We provide learning and development budgets to help you grow and bond with your team

Offices in NYC, and India for those that want to whiteboard in person

About the Role:

We are looking for an Account Servicing / Collections Specialist who can effectively support customers through financial challenges while helping maintain the health and performance of Novos lending portfolio. In this role, you will work directly with small business customers who have fallen behind on their repayment obligations for our MCA, Credit Card, and other loan options available for Novo customers. You will engage with customers across multiple communication channels, with a primary focus on inbound and outbound calls, to understand their financial situation and negotiate realistic repayment solutions that support both the customers financial recovery and Novos portfolio health.

This role requires strong communication skills, operational discipline, negotiation ability, and customer empathy in a fast-paced fintech environment.

Responsibilities:

Account Recovery & Negotiation

Manage a portfolio of delinquent accounts across all stages of delinquency

Contact customers through outbound and inbound calls to discuss past-due balances

Negotiate repayment solutions such as payment plans, restructures, or settlements

Follow up on broken payment arrangements and renegotiate repayment plans when necessary

Educate customers on repayment expectations and strategies to prevent future delinquency

Customer Communication & Relationship Management

Demonstrate empathy and professionalism when working with customers experiencing financial hardship

Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions

De-escalate difficult customer interactions while maintaining professionalism

Operational Effectiveness

Manage high call volumes while maintaining quality customer interactions

Prioritize accounts appropriately based on delinquency stage and portfolio strategy

Maintain detailed and accurate documentation of customer communications and repayment agreements

Systems & Technical Execution

Utilize internal CRM and collections management systems to track account activity

Maintain organized account records and ensure data accuracy across customer interactions

Apply skip tracing techniques and available tools to locate and contact customers when necessary

Collaboration & Team Contribution

Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues

Contribute to a collaborative team environment by sharing insights and supporting team goals

Respond promptly to internal inquiries and escalations related to customer accounts

Problem Solving & Judgment

Analyze customer situations to determine the most appropriate repayment solutions

Remain calm and composed during challenging interactions and resolve issues effectively

Requirements:

Collections & Recovery Experience

Minimum 2 years of collections experience

Previous experience in collections, recovery, or account servicing, preferably within fintech, lending, or SMB credit environments

Experience negotiating repayment arrangements or managing delinquent customer portfolios

Communication & Interpersonal Skills

Excellent verbal and written communication skills

Strong active listening skills and ability to build trust with customers

Ability to navigate sensitive financial conversations with empathy and professionalism

Operational & Organizational Skills

Strong time management and ability to handle a high-volume .