Collections Agent - Kiwi

Role Summary

We are looking for English-speaking Collections Agents to contact customers with past-due accounts, help them get back on track, and recover balances while 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 all FDCPA/Reg F, TCPA, and SCRA/MLA requirements.
• Obtain and document proper ACH payment authorizations under NACHA rules.
• Document every interaction accurately in the loan management system.
• Escalate disputes, hardship cases, fraud claims, and complaints to the right team.
• Meet daily productivity and quality goals.

Qualifications

• 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.
• Strong negotiation, empathy, and active listening skills.
• Comfortable working toward daily targets in a fast-paced environment.
• Based in the Dominican Republic.