Merchant Cash Advance Customer Service & Recoveries Specialist (Remote)

Are you someone who goes above and beyond to help resolve complex issues while also driving results? Do you have experience in the Merchant Cash Advance (MCA) or financial services industry and strong negotiation skills when working with delinquent accounts? If so, we’d love to meet you.

We are seeking a Recoveries Specialist who is highly organized, detail-oriented, and skilled at working with merchants to resolve payment issues and recover outstanding balances. This role requires someone who can balance strong customer service with a results-driven approach to collections and recoveries.

This position is 100% remote.
Experience
1–4+ years of experience in financial services, MCA, lending, collections, or a related industry preferred.

Primary Focus:
Recovery optimization, minimizing portfolio risk, and reducing operational rework through proactive account management.

Portfolio & Recovery Management

• Independently manage a high-volume portfolio of merchant accounts.
• Proactively identify and resolve under-remittance and delinquency issues.
  Drive recoveries by negotiating same-day payments, payment arrangements, or alternative repayment plans.
• Investigate merchant financials and asset information using bank statements and publicly available data
• Review and negotiate payment modifications to avoid escalation or legal action when possible.
• Escalate accounts appropriately when recovery options have been exhausted.
• Identify account trends and operational risks and communicate findings to management.
   

Collections & Negotiation

• Perform soft to mid-stage collections while maintaining a professional and solutions-oriented approach.
• Negotiate repayment solutions with merchants experiencing financial hardship.
• Work strategically to maximize recoveries and reduce outstanding balances.
• Maintain detailed and accurate documentation of all account activity and merchant communication.
   

Customer Service

• Provide top-tier support to merchants through calls, emails, and chats.
• Answer inbound customer inquiries and provide timely solutions.
• Make outbound calls to resolve payment issues and follow up on delinquent accounts.
• Resolve merchant concerns efficiently while protecting company financial interests.
• Maintain professionalism and empathy when working with difficult or distressed merchants.
   

Operational Responsibilities

• Document all communications in the appropriate systems and deal files.
• Navigate multiple systems and screens simultaneously while speaking with merchants.
• Respond to internal chats and communications in a timely manner.
• Collaborate with internal teams to resolve account issues.
   

Qualifications

• 1–4+ years of experience in MCA, lending, collections, or financial services preferred
• Strong negotiation and recovery skills
• Ability to manage a high-volume account portfolio
• Strong work ethic and self-starter mindset
• Excellent attention to detail
• Ability to multitask in a fast-paced, high-volume environment
• Strong verbal and written communication skills
• Comfortable handling difficult conversations while remaining professional
• Customer service and collections experience preferred
• Typing speed of 30+ WPM with 90% accuracy
• Bilingual Spanish and English preferred

Technical Skills
Excel Requirements

• VLOOKUP / XLOOKUP
• IF statements and nested formulas
• COUNTIFS and SUMIFS
• Pivot Tables
• Data analysis for portfolio tracking and recovery performance