Sr. Collection Specialist

THE ORGANIZATION: Accion Opportunity Fund is an unparalleled financial support system that provides small business owners with access to capital, networks, and coaching. We work to build inclusive and accessible options for these determined business owners. For over 30 years we have deployed over $1 billion in over 35,000 loans and served 4 million business owners with educational resources. Our client base is nearly 90% from underserved communities. In addition to providing resources and loans to small businesses, we also conduct original research, advocate for policy changes, and finance community construction projects in low-income neighborhoods through our New Markets Tax Credit program. AOF is on a journey to both scale our impact and become financially sustainable. We’re building a better system for underserved small businesses and a workplace where passionate problem-solvers, data-driven thinkers, and small business champions thrive. For more information about us, visit https://aofund.org/ ROLE SUMMARY: Reporting to the Sr. Manager, Customer Care, the Sr. Collections Specialist is responsible for managing a portfolio of distressed commercial transportation and business loans, with a focus on optimizing recoveries, minimizing losses, and ensuring compliance with all regulatory and internal policies. This position requires specialized expertise in collections involving transportation-related assets, legal escalations, and complex account management. The role combines analytical, investigative, and negotiation skills to recover outstanding debts, manage litigation and repossession processes, and support organizational recovery goals. JOB DUTIES AND RESPONSIBILITIES: Portfolio Management & Analysis Manage a portfolio of distressed commercial transportation and small business loans, ensuring proactive recovery strategies and timely resolution of delinquencies. Supervise assigned accounts to identify unresolved debts, prioritize high-risk exposures, and document all actions in the system of record. Research and analyze borrower histories, collateral values, payment trends, and prior collection efforts to develop targeted recovery plans. Conduct detailed analysis of financial statements, collateral documentation, and repayment capacity for restructuring, forbearance, or settlement options. Specialized Transportation & Asset Recovery Manage voluntary surrender process for commercial transportation assets, including coordinating with borrowers, securing equipment, and processing documentation in accordance with company and regulatory requirements. Collaborate with Risk Management and Equipment Management teams on high-value litigation, repossession, and bankruptcy cases related to transportation assets. Negotiation & Resolution Communicate with Punjabi-speaking customers to facilitate collections, explain repayment options, and provide culturally responsive service throughout the recovery process. Engage directly with clients to resolve disputes, establish urgency, and negotiate repayment or settlement arrangements that align with both client capacity and AOF’s recovery objectives. Apply judgment and creativity to develop feasible solutions for borrowers unable to pay in full. Ensure all negotiations and communications comply with company policy and applicable regulations. Reporting & Compliance Prepare, analyze, and distribute monthly collection and recovery performance reports for management review. Maintain call quality and productivity metrics consistent with departmental standards. Ensure all actions, communications, and case documentation adhere to legal, compliance, and audit requirements. Cross-Functional Collaboration Partner with the outsourced contact center to strengthen recovery performance, including direct case coaching, real-time support on difficult accounts, and regular updating of training documentation and delivery to maximize outreach efforts. Work closely with internal departments—including Legal, Risk Management, Accounting, and Equipment Management—to ensure alignment and effective resolution of complex recovery cases. Contribute to departmental goals, planning efforts, and process improvement initiatives designed to enhance recovery effectiveness. Administrative & Investigative Support Conduct skip tracing and investigative research when borrowers cannot be located, ensuring all reasonable efforts are made to re-establish contact. Perform administrative duties related to account documentation, correspondence, and office efficiency. Respond to client account inquiries in a timely, courteous, and professional manner. Undertake additional responsibilities as assigned by management in support of department and organizational priorities. MUST HAVES: Bilingual – Punjabi proficiency required 5-7 years in commercial transportation, finance or leasing Strong proficiency with skip tracing tools, data based and investigative research methods Strong negotiation and settlement resolution skills Excellent analytical and problem-solving abilities Proven track record of meeting or exceeding recovery targets in commercial financial industry Ability to work independently with minimal supervision Strong communication skills, both written and verbal Proficiency with Microsoft Office NICE TO HAVES: Expert in Excel PERKS AND BENEFITS: Our mission is what motivates us to come to work each day. We know that happy employees are productive employees, which is why we offer a comprehensive benefits package that includes: Competitive salary commensurate with experience. An environment that values work-life balance and monthly remote work reimbursements. 100% company-funded Medical, Dental, Vision, Life & Disability coverage for employees (Based upon your plan selection). 90% company-funded dependent coverage (Based upon your plan selection) as well as Flexible Spending Accounts. Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance and legal plans. Tax deferred & Roth 403(b) Retirement Plan with employer match. 15 paid vacation days, 12 paid holidays, 1 floating paid holiday, 10 Sick days, and paid parental leave. We are an equal opportunity employer and committed to improving diversity, equity, and inclusion at Accion Opportunity Fund. AOF does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Salary Range*: $26.06-33.80 *Please note that the above salary range is a national range, and compensation is dependent upon the candidate’s experience and skill level.