Senior Payment Operations Specialist - Servicing & Collections

About The Role

Rippling is looking to hire a Servicing Collections Associate to manage and collect on delinquent customer accounts across our diverse portfolio of financial products. You will play a critical role in minimizing the company's financial risk while maintaining productive relationships with our customers. You will interact with various internal teams and stakeholders and will have a key role in building our collections processes from the ground up. The ideal candidate will have experience in B2B collections, a desire to build processes from scratch, and a proven track record of resolving complex cases with efficiency.

What you will do

• Adhere to all Servicing Standard Operating Procedures (SOPs) and company policies, ensuring timely completion of tasks for your portfolio of delinquent customers, while complying with relevant industry regulations and best practices.
• Collect on a portfolio of delinquent customers, initiating contact with customers through various channels to secure payment.
• Investigate delinquencies by collaborating with internal teams like Engineering, Risk, Account Management, and Sales.
• Negotiate payment arrangements for outstanding balances in a timely and professional manner.
• Be a “brand” ambassador for collections internally and externally. Internal teams will see you as a subject matter expert and look to you for insight. Customers will look to you during the collections lifecycle for guidance.
• Actively participate in, and contribute to, evolving collection strategies and internal processes to improve recovery rates and streamline work streams
• Partner with Customer Experience, Sales, and Risk teams to manage customer delinquency and facilitate repayment.

What you will need

• Minimum 2+ years of experience in a customer facing operations role, payment operations, B2B collections, accounts receivable, or a similar financial servicing and/or payment operations role.
• Demonstrated ability to negotiate effectively and handle difficult conversations with professionalism and empathy.
• Excellent communication and interpersonal skills, with the ability to build rapport with both customers and internal partners.
• A strong self-starter mentality with strong organizational skills and the ability to manage a high volume of accounts independently with limited oversight.
• A passion for problem-solving and improving processes in a fast-paced, entrepreneurial work environment.
• A demonstrated capacity for in-depth investigations and problem-solving, particularly with ambiguous starting points.
• Ability to create rudimentary SQL queries to find answers to questions management or customer may raise
• Resilient, attentive to detail, and intellectually curious.
• Experience with CRM software (like Salesforce), queue management. SQL, and billing systems is a strong plus.

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected]

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.