Remote - Customer Support and Collections Representative

About World Business Lenders (www.wbl.com)

World Business Lenders (WBL) provides general purpose short-term real estate collateralized commercial loans to a broad customer base comprised of small and medium sized businesses throughout the United States that lack access to traditional funding.

WBL is a U.S.-based company with a 100% remote workforce.

Generally, working hours will be 9:00am-6:00pm Eastern time, Monday through Friday, although hours worked may be greater based upon operational requirements.

The job requires excellent oral and written command of the English language.

You must be comfortable working with productivity monitoring systems

Resumes must be submitted in English.

About the job

We are seeking a dynamic and results-driven Customer support and collections representative to join our team. The ideal candidate will be delivering exceptional experience to our customers. This role requires excellent communication skills, a positive attitude, and the ability to thrive in a fast-paced environment

Responsibilities:

• Make a medium amount of outbound collection calls daily to borrowers regarding past due accounts, ensuring payments are collected or payment arrangements are established in compliance with company policies. (On average 20 calls per da)
• Serve as the primary point of contact for borrowers and clients, providing clear, accurate, and courteous assistance with account-related questions or concerns.
• Handle and process borrower requests such as payoff statements, account verifications, and other loan-related inquiries promptly and accurately.
• Respond to all borrower inquiries, whether by phone or email, ensuring issues are addressed in a timely manner and providing solutions or escalating when necessary.
• Review and process borrower requests for loan modifications or extensions, ensuring eligibility requirements are met and proper documentation is completed.
• Monitor and respond to inbound emails and phone calls from clients and borrowers, maintaining a professional and helpful communication style at all times.
• Build strong relationships by delivering exceptional service, maintaining borrower satisfaction, and ensuring a positive client experience.
• Proactively monitor accounts to identify potential problem loans, document concerns, and escalate to management or the appropriate department for further action.
• Other duties as assigned

Requirements

• Perform financial calculations including interest accruals, payoff amounts, and loan extension costs with accuracy.
• Utilize advanced Excel skills (formulas, data analysis) to manage borrower data and prepare reports.
• Handle both inbound and outbound calls, balancing collections with borrower support and customer service.
• Provide clear and professional communication with clients and borrowers, resolving inquiries and escalating issues when needed.
• Maintain accurate borrower records, process requests, and ensure compliance with loan servicing policies.
• Minimum of 2 to 3 years of experience in customer service and collections, preferably within a financial services or lending environment.
• Financial background preferred, with strong attention to detail and problem-solving skills.

Benefits

• USD base Salary (1000 - 1300)
• Contractor / Consultancy position
• PTO available
• Full-time position