Job Details

Debt Collection Specialist

Remote

Compensation: $20 – $23 per hour

ABOUT THE ROLE

Our client is seeking experienced Debt Collection Specialists to support a state agency's Accounts Receivable and Debt Collection program. This temporary, remote position is responsible for recovering outstanding balances owed by child care providers through professional and compliant collection practices. The ideal candidate will communicate effectively with providers, establish payment arrangements, resolve disputes, and maintain accurate documentation while delivering excellent customer service. Candidates must reside in New Mexico and be able to work Monday through Friday, 8:00 AM to 5:00 PM Mountain Time. Bilingual English/Spanish skills are preferred, and a background check is required. The role emphasizes quality assurance, compliance, and continuous process improvement while supporting departmental reporting requirements and contributing to operational metrics.

WHAT YOU'LL DO

• Conduct outbound and inbound collection calls, emails, letters, and portal communications regarding outstanding balances owed by child care providers.
• Review and validate account information and outstanding debts.
• Negotiate payment plans and document payment commitments.
• Respond to account inquiries and resolve billing disputes professionally.
• Maintain detailed and accurate records of all customer interactions and collection activities.
• Follow established collection procedures, scripts, and agency policies.
• Coordinate with finance and legal teams to resolve complex account issues.
• Meet established productivity, quality, and compliance standards.
• Ensure all collection activities comply with applicable federal and state regulations, including Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA) requirements.
• Participate in quality assurance reviews, training, and process improvement initiatives.
• Support departmental reporting requirements through accurate documentation and timely case management.
• Contribute to weekly operational metrics, recovery and payment plan performance, quality assurance and compliance initiatives, and continuous process improvement recommendations.

WHAT YOU BRING

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Finance, Accounting, Communications, or related field preferred.
• Previous experience in debt collection, customer service, sales, telemarketing, or related field.
• Public sector collections experience preferred.
• Working knowledge of debt collection laws and compliance standards, including FDCPA and TCPA, preferred.
• Strong verbal and written communication skills.
• Excellent negotiation, problem solving, and conflict resolution abilities.
• Demonstrated active listening, empathy, emotional resilience, and professionalism.
• Ability to manage multiple accounts while maintaining accuracy and confidentiality.
• Bilingual English/Spanish preferred (at least one team member must be bilingual).
• Must successfully pass a background check.
• Reside within the State of New Mexico.

WHAT'S IN IT FOR YOU

• Remote work opportunity
• Flexible schedule: Monday through Friday, 8:00 AM to 5:00 PM Mountain Time
• Opportunity to support a state agency and contribute to public sector impact
• Professional development through quality assurance, training, and process improvement initiatives