Servicing Collections Associate, Brex

• You are able to adjust to, and thrive in, an ever-changing environment
• 1+ years of of experience in a customer-facing role
• Strong ability to problem solve and resolve escalated customer issues
• Excellent verbal, written, and interpersonal communication skills
• Ability to multitask in a fast paced environment
• Ability to build rapport and maintain business relationships
• Experience using Microsoft Office/Google Apps
• Experience using Salesforce Service Cloud, Salesforce Reporting, queue management, and Excel Functions
• Must be willing to work in office 2 days per week on Wednesday and Thursday

Desirable

• The Operations team is the bridge between our product and our customers
• Our priority is to keep our customers happy and their businesses protected, while delivering vital information back to our internal teams
• We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures
• We work cross-functionally with Risk, Compliance, Data, and Engineering to allow Brex to scale efficiently, keeping quality top of mind
• You are well-versed in Servicing/Collections and will be responsible for collecting on outstanding funds, risk management and additional projects
• You will be responsible for managing B2B stakeholders with an emphasis on negotiations and collections
• We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home
• We currently require a minimum of two coordinated days in the office per week, Wednesday and Thursday
• You'll comply with Servicing Standard Operating Procedures (SOPs), ensuring tasks related to payment plans and other guidelines are effectively completed in a timely manner
• Collaborate with CX, UW, Sales, CSM, and Risk teams to devise and implement strategies aimed at maximizing long-term customer repayments, particularly in delinquency scenarios
• Identify and suggest improvements to payment plans/settlement options, considering trade-offs and additional credit exposure, to optimize recoveries
• Provide support to the Capital Markets, Accounting, and Finance teams by offering visibility into ongoing customer negotiations and Servicing results
• Work effectively with various partners to ensure a harmonized approach towards achieving common goals
• Swiftly comprehend escalated customer repayment scenarios by analyzing context across systems, payment history, market, and industry trends
• Extract and present data using Looker and Google Sheets