Outbound Call Specialist (Debt Collections)

Outbound Call Specialist (Debt Collections)

Empire Cooperative – Remote – Full-time

Position Summary

Empire Cooperative is looking for a motivated, competitive, and results-driven Outbound Call Specialist to join its 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 are provided.

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

Empire Cooperative helps consumers resolve delinquent accounts so they can achieve financial stability and peace of mind. Its mission is to recover $240 million in delinquent accounts while creating opportunities for every team member to grow personally, professionally, and financially.

The company culture is built around its core values: Discipline, Inspiration, Transparency, Accountability, Alignment, and Results.

Performance Objectives

• 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 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

• Excellent verbal communication and professional phone etiquette
• Strong customer service skills and confidence speaking with consumers
• Cold calling, lead generation, and appointment setting skills
• Time management and multitasking
• Active listening and problem-solving
• Computer proficiency and CRM experience
• Self-motivation, coachability, and reliability
• Competitive mindset and goal-oriented attitude
• Ability to work independently and adapt in a fast-paced environment

Education & Experience

Required

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

Preferred

• One year of experience in debt collection, call center, customer service, sales, telemarketing, cold calling, appointment setting, lead generation, or customer support
• Spanish is a plus but not required

Technical Requirements

Candidates must provide their own equipment:

• Windows computer or laptop
• High-speed internet
• USB headset with microphone
• Webcam (required during training)
• Quiet 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 (4 hours)

Physical Requirements

• Ability to sit for extended periods and 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

Benefits

• Daily performance bonuses and monthly bonus opportunities
• Paid training
• Paid Time Off (PTO)
• Career advancement opportunities and professional development
• Leadership coaching
• Work-from-home opportunity
• Supportive team environment
• Performance recognition programs

Training

New hires receive comprehensive paid training covering company policies, compliance, phone systems, CRM, objection handling, call coaching, and performance expectations.

Requirements during training:

• Camera on during training
• Stable internet connection
• Attend all scheduled meetings
• Complete a 90-day introductory period
• Maintain a professional work environment

Commitment to Diversity

Empire Cooperative is an equal opportunity employer. It hires talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively fosters inclusion in all forms.