Position Summary

The Debt Collection Specialist (Opener) is responsible for managing high-volume outbound calls while maintaining professionalism with consumers.

This role requires achieving monthly collection targets, documenting all call outcomes in company systems, and handling sensitive financial information with discretion.

Specialists are expected to demonstrate resilience, strong communication skills, and the ability to thrive in a high-pressure, metrics-driven environment.

About Empire Cooperative

Empire Cooperative provides solutions that help consumers resolve delinquencies, enabling them to achieve financial stability and peace of mind.

Our mission is to recover $240 million in delinquent accounts while fostering a culture of shared success — ensuring that profits are distributed across the Empire, from executives to collectors.

We are inspired and transparent in our pursuit to help every team member reach their personal, professional, and financial goals through the work we do together.

Our core values guide our hiring process:

• Disciplined
• Accountable
• Aligned
• Results Driven

Performance Objectives

• Place 400–450 outbound calls daily through the dialer system
• Achieve a monthly collection goal of $12,000+
• Secure at least 10 “sent-to-office” (STO) agreements daily
• Complete 8 successful STO conversions to the office daily
• Document all call outcomes promptly and accurately in CRM and dialer systems
• Follow up on STO accounts until resolution or escalation
• Protect sensitive financial data according to data security practices
• Demonstrate resilience and professionalism during high-pressure situations
• Inspire consumer trust through transparency, empathy, and accountability
• Participate in virtual meetings, training sessions, and performance reviews
• Meet or exceed weekly and monthly recovery targets set by leadership
• Perform other related duties as assigned

Key Competencies

• Strong verbal communication and negotiation skills
• High resilience and ability to remain professional under pressure
• Goal-oriented mindset with the ability to meet deadlines
• Strong attention to detail in documentation and compliance
• Self-discipline and accountability while working remotely
• Proficiency with CRM systems and Microsoft Excel/Spreadsheets
• Familiarity with financial and data security practices
• Adaptability to changing policies, regulations, and business needs
• Ability to multitask across dialer, CRM, and communication tools
• Team collaboration and willingness to support shared goals
• Strong time management and prioritization skills
• Positive mindset that inspires professionalism and consumer trust

Education & Experience

• High School Diploma or equivalent (required)
• Minimum 1 year of Debt Collections experience (preferred)
• Experience working with cross-functional teams (preferred)
• At least 1 year of experience in sales, cold calling, or lead generation (preferred)
• Training in negotiation, compliance, and consumer communication is preferred
• Data entry experience and CRM familiarity are strongly preferred

Physical Requirements

• Ability to work at a computer for 8-hour shifts
• Frequent use of headset, keyboard, and mouse
• Ability to maintain focus during high-volume calls
• Quiet, well-lit, and ventilated remote workspace
• Ability to work on camera for the full shift
• Ability to handle extended periods of consumer engagement and virtual collaboration

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements.

Benefits

• Paid US Holidays
• PTO Program
• Professional Training & Development Opportunities
• Daily Performance Bonuses
• Monthly Commission
• Promotion opportunities to Closer or Leadership roles within 90 days based on performance
• Paid training

Commitment to Diversity

Empire Cooperative is an equal opportunity employer committed to building a diverse and inclusive workplace.

We hire talent regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion across all interactions with employees, clients, and partners.

Language Requirement: English (Required)