Collections Specialist

Department Description

Palmetto Home is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.

Location

This position will be based remotely in the Philippines.

Summary of Role

The Collections Specialist is responsible for managing a portfolio of past-due accounts, conducting outbound collection calls/emails/texts, and working directly with customers to resolve outstanding balances.

This role requires strong communication skills, sound judgment, and the ability to balance firmness with empathy — all while delivering a positive customer experience and supporting the company's overall financial health. If you're a clear communicator, a natural problem-solver, and someone who stays composed under pressure, this role is a great fit for you!

About You:

• Passionate about problem solving, and you excel at finding solutions to unstructured issues while achieving success in a structured environment.
• You love to innovate. A "no" or a difficult conversation is simply an opportunity to get creative and find a resolution that works for both the customer and the business!
• You can tackle the macro and micro — staying focused on the individual customer in front of you while keeping an eye on your own performance metrics and the broader financial health of the business.

Strategic & Tactical

• Make outbound collection calls to customers regarding past-due accounts with goal of 100 per day.
• Negotiate payment arrangements and resolve delinquent accounts in accordance with company policy and applicable regulations.
• Accurately document call outcomes, payment commitments, and account notes in the CRM.
• De-escalate and professionally handle frustrated, upset, or difficult customers.
• Educate customers on account status, balances, and available payment options.
• Meet or exceed daily, weekly, and monthly call volume and collection targets.
• Follow all applicable federal, state, and company collection laws and guidelines (e.g., FDCPA where applicable).
• Identify accounts that may require escalation to a supervisor or alternate resolution path.
• Maintain a professional, courteous, and customer-focused approach on every call

Qualifications

• High school diploma or equivalent required; some college coursework preferred.
• Prior experience in collections, call center, or customer service roles required.
• Fluent in English, both verbal and written, with clear and professional phone communication skills.
• Strong negotiation and conflict-resolution skills.
• Ability to remain calm, patient, and solution-oriented with escalated or difficult customers.
• Comfortable working in a high-volume, fast-paced call environment.
• Basic computer proficiency, including data entry and navigating CRM or collections software.
• Strong attention to detail and accurate record-keeping.
• Positive attitude, reliability, and a genuine customer-first mindset.
• Ability to work independently and as part of a team.
• Excellent organizational and time management skills.
• Knowledge of construction or solar industry preferred.
• Preferred Skills
  • Bilingual abilities a plus (English & Spanish).
  • Familiarity with collections-related regulations and compliance requirements.
  • Previous experience with outbound dialer systems.