Collections Specialist

Summary

Join HomeLight and lead the collections strategy, bringing your expertise to resolve challenging payment situations with agents and customers. You will coach and mentor the collections team, developing SOPs and training materials to enhance their skills. This role involves process optimization, identifying areas for improvement and implementing updates to increase efficiency. Collaborate with cross-functional teams to integrate collections feedback into tools and processes. Embrace technology and explore AI solutions to boost productivity. A strong background in collections and leadership is essential.

Requirements

• 5+ years of experience in collections
• Strong English speaking and written communication skills. Ability to handle challenging conversations with empathy and firmness
• Experience in creating training content (e.g., SOPs, scripts, playbooks)
• Familiarity with CRM systems (preferably HubSpot) and a passion for using technology to improve workflows
• A self-starter with a process-driven mindset
• A reliable internet connection and a quiet, professional home workspace

Responsibilities

• Lead Collections Strategy & Execution
• Bring in-depth collections experience and take ownership of difficult conversations with agents and/or customers to ensure consistent resolution and follow-through
• Team Training & Development
• Help coach and mentor the collections team; develop SOPs, scripts, and guidelines to upskill team members in managing high-stakes interactions
• Process Optimization
• Review current workflows and propose updates to improve efficiency. Lead initiatives to streamline processes—for example, transitioning task tracking from Google Sheets to HubSpot or other tools
• Collaboration & Cross-Functional Work
• Work closely with Product, Operations, and Customer Support teams to ensure collections-related feedback is incorporated into tools and processes
• Tech-Forward & AI-Curious
• Stay curious and open about leveraging AI and emerging technologies to improve productivity and communication within the collections function

Preferred Qualifications

• Team Lead or leadership background highly preferred
• Enthusiasm for automation, AI, and product development is a big plus

Benefits

Remote work, flexible hours