Title: Past Due Support Specialist

Classification: Hourly, non-exempt

Position Type: Full Time

Reports to: Director of Digital Operations

Location: Tampa, FL

Summary/Objective

We are seeking a motivated and results-driven Collection Specialist to join TBO Bank’s new Past Due Support team. In this role, you will contact customers with past-due loan accounts, negotiate repayment solutions, and work toward resolving delinquent balances while maintaining professionalism and empathy. This position offers a monthly uncapped commission bonus based on performance, making it an ideal opportunity for individuals who are goal-oriented and thrive in a fast-paced environment. As a first-party collector, you will represent the bank directly and contribute to our mission of delivering respectful and compliant service.

This is a key role within a growing department. TBO Bank is actively expanding its Past Due Support Team, creating opportunities for career advancement. High-performing employees may be considered for promotion into senior collector, team lead, and supervisory roles as the department grows.

Essential Functions

Duties/Responsibilities:

• Contact customers via phone, email, and written communication regarding overdue balances on their outstanding loan(s).
• Review customer accounts and assess payment history, loan terms, and delinquency status.
• Work with customers to establish payment plans or recommend loan restructuring solutions when appropriate.
• Document all interactions, contact attempts, and payment agreements accurately and thoroughly in TBO Bank’s ticketing and/or loan management system.
• Follow up on payment commitments and escalate unresolved cases according to bank policy.
• Comply with the Fair Debt Collection Practices Act (FDCPA), bank policies, and all applicable regulations.
• Maintain security of sensitive customer and account information.
• Collaborate with departments such as Customer Service and Compliance as needed.
• Recommend potential solutions to management by collecting customer information and analyzing customer needs.
• Meet or exceed monthly quality assurance, collection targets and performance metrics.
• Attend team meetings and ongoing training sessions as deemed necessary by management.

Competencies:

• Must have excellent and professional verbal communication skills; required to speak with proper grammar, excellent enunciation, and a friendly tone of voice.
• Must have the ability to build trust and relationships with customers to help prevent future payment issues.
• Has a helpful, courteous, and positive attitude.
• Must have the ability to discuss financial transactions, use tools to negotiate, calculate, explain interest and use de-escalation techniques while engaging customers in a settlement or payment plan.
• Must possess negotiating skills and the ability to be patient and professional, yet firm, regarding payments due.
• Must have effective and professional written communication skills.
• Adjusts approach based on customer needs; actively listens and connects with customer.
• Demonstrates initiative and creativity in identifying customer needs; ability to overcome objections.
• Must be quick and adapt well to new situations and changing work environment.
• Has a competitive, yet team-oriented, spirit
• Ability to work independently and manage multiple accounts efficiently.
• Ability to manage multiple tasks, effectively manages time, and prioritizes work responsibilities appropriately while maintaining attention to detail.
• Familiarity with FDCPA and other relevant regulations.
• Ability to calculate basic math (addition, subtraction, multiplication, division) without use of a calculator.
• Proficient in typing and 10-key.
• Proficiency in Microsoft Office and experience with collections or Loan Management software preferred.

Physical Demands

• Regular requirements:
  • Sit
  • View computer monitors
  • Talk
  • Hear
  • Stand
  • Walk
  • Use hands to type / handle / feel
  • Reach with hands & arms

Preferred Education and Experience

• High school diploma or GED required; associate or bachelor’s degree in finance, business, or a related field preferred.
• 2+ years of experience working in a fast-paced call center environment, or similar required
• 1+ year of experience in debt collection, banking, or customer service preferred.

Compensation & Benefits

• Competitive base salary
• Monthly uncapped commission bonus based on performance
• Health, dental, and vision insurance
• Short-term disability, Long-term disability, and Life insurance
• 401(k) with company match
• Paid time off and holidays
• Ongoing training and career development opportunities

*TBO Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

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