Outbound Call Specialist (Debt Collections) (Remote)

Outbound Call Specialist – Remote

Position Summary

Empire Cooperative is looking for a motivated, competitive, and results-driven Outbound Call Specialist to join our growing remote team.

In this role, you will make high-volume outbound calls to consumers regarding delinquent accounts, verify account information, and create opportunities that lead to successful payment resolutions.

This is an excellent opportunity for candidates with experience in call centers, customer service, collections, sales, appointment setting, telemarketing, lead generation, or cold calling.

No prior debt collection experience is required. Paid training and ongoing coaching will be provided to help you succeed.

The ideal candidate is confident on the phone, enjoys working toward performance goals, communicates professionally, and thrives in a fast-paced environment.

About Empire Cooperative

At Empire Cooperative, we help consumers resolve delinquent accounts so they can achieve financial stability and peace of mind.

Our mission is to recover $240 million in delinquent accounts while creating opportunities for every team member to grow personally, professionally, and financially.

Our culture is built around our core values:

• Discipline
• Inspiration
• Transparency
• Accountability
• Alignment
• Results

If you're looking for a company that invests in your success through training, coaching, bonuses, and advancement opportunities, we'd love to meet you.

Performance Objectives

The successful candidate will:

• Make 400–450 outbound calls daily to consumers with delinquent accounts.
• Locate and verify consumer information.
• Generate qualified inbound call opportunities for office representatives.
• Schedule appointments when appropriate.
• Maintain accurate customer records within the CRM.
• Document all account activity and customer interactions.
• Meet or exceed daily and monthly performance goals.
• Participate in coaching sessions, meetings, and ongoing training.
• Collaborate with team members and leadership to improve performance.
• Maintain a positive attitude while working in a high-volume environment.
• Follow all company policies, procedures, and compliance guidelines.
• Perform other duties as assigned.

Key Performance Indicators (KPIs)

Daily Goals

• 400–450 outbound calls.
• 178 calls completed by midday.
• 10 accounts transferred to office representatives.
• 8 inbound call conversions.

Monthly Goals

• $12,000 in collections.
• 95% attendance.
• 90% Quality Assurance score.

Key Competencies

The ideal candidate demonstrates:

• Excellent verbal communication.
• Professional phone etiquette.
• Strong customer service skills.
• Confidence speaking with consumers.
• Cold calling ability.
• Lead generation mindset.
• Appointment setting skills.
• Time management.
• Active listening.
• Problem-solving ability.
• Computer proficiency.
• CRM experience.
• Multitasking skills.
• Self-motivation.
• Coachability.
• Reliability.
• Competitive mindset.
• Goal-oriented attitude.
• Ability to work independently.
• Adaptability in a fast-paced environment.

Education & Experience

Required

• High School Diploma or GED.
• English proficiency at B2 level or higher.
• Ability to work Monday–Friday during PST hours.
• Reliable internet connection.
• Quiet home office.

Preferred

One year of experience in any of the following:

• Debt Collection.
• Call Center.
• Customer Service.
• Sales.
• Telemarketing.
• Cold Calling.
• Appointment Setting.
• Lead Generation.
• Customer Support.

Spanish is a plus but not required.

Technical Requirements

Candidates must provide their own equipment.

Required Equipment

• Windows computer or laptop.
• High-speed internet.
• USB headset with microphone.
• Webcam, required during training.
• Quiet and professional workspace.

Software Used

• CRM.
• Dialer Software.
• Microsoft Excel.
• Google Sheets.
• Discord.
• Zoom.

Work Schedule

• Full-Time.
• Monday–Friday.
• 7:00 AM – 3:30 PM PST.
• One Saturday per month for 4 hours.

Physical Requirements

• Ability to sit for extended periods.
• Ability to use a computer for an entire workday.
• Ability to communicate clearly by phone.
• Ability to perform repetitive keyboard and mouse tasks.
• Ability to maintain focus in a fast-paced remote work environment.
• Reasonable accommodations may be made for qualified individuals with disabilities.

Compensation & Benefits

We believe in rewarding performance.

Benefits include:

• Competitive hourly pay.
• Daily performance bonuses.
• Monthly bonus opportunities.
• Paid training.
• Paid Time Off (PTO).
• Career advancement opportunities.
• Professional development.
• Leadership coaching.
• Work-from-home opportunity.
• Supportive team environment.
• Performance recognition programs.

Training Requirements

New hires receive comprehensive paid training covering:

• Company policies.
• Compliance.
• Phone systems.
• CRM training.
• Objection handling.
• Call coaching.
• Performance expectations.

Requirements During Training

• Camera must be on during training.
• Stable internet connection.
• Attendance at all scheduled meetings.
• Completion of the 90-day introductory period.
• Maintaining a professional work environment.

Commitment to Diversity

Empire Cooperative is an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce.

The company recognizes that a diverse staff, reflective of the community, is an integral and welcome part of a successful and ethical business.

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

How to Apply

If this position caught your eye, send us your resume.

For best consideration, include the job title and the source where you found this position in the subject line of your email to:

recruiter@empirecoop.com

Already an Empire Cooperative candidate? Please connect directly with your recruiter to discuss this opportunity.

Job Details

Job Type: Full-Time

Pay: EGP 14,400 – EGP 42,135.74 per month