Collections Caller Agent -

About the Role

North Funding is a Canadian direct lender providing merchant cash advances to small and medium sized businesses across North America. We are looking for a professional and composed collections caller to join our team on a part time remote basis.
Your role is simple. Every business day you receive a list of merchants with missed or delinquent payments. You call them, you listen, you work with them to find a resolution, and you log everything accurately. You are not aggressive. You are not threatening. You are a professional who helps business owners get back on track while protecting the interests of the company.

What You Will Do

Receive the daily delinquent account report from our operations coordinator every morning by 9am Eastern time. The report includes merchant name, phone number, deal ID, outstanding balance, number of missed payments, and last contact date.
Call every merchant on the daily list. Attempt each merchant at least twice per day at different times if there is no answer on the first attempt. Leave a brief professional voicemail on the first attempt if the merchant does not pick up.
Work through the conversation calmly and professionally. Identify the reason for the missed payment, offer appropriate resolution options within your defined authority, and agree on a clear next step with the merchant before ending the call.
Log every call attempt in our CRM immediately after each call. Record whether the merchant was reached, what was discussed, and what outcome was agreed. Accurate and complete logging is a non negotiable requirement of this role.
Send our operations coordinator a daily end of day summary covering every account you called, the outcome of each call, and any payment arrangements that were agreed.
Flag the operations coordinator immediately if a merchant is unresponsive after multiple attempts, aggressive or threatening, or refusing all cooperation. You never escalate directly to management. All escalations go through the operations coordinator.

Payment Arrangement Authority

You have full authority to offer the following arrangements without any approval needed.
Reduced payment arrangement. You may offer to accept 50% of the merchant's daily payment amount for up to 10 consecutive business days while they stabilize their cash flow. Log the agreed start date and end date in the CRM immediately.
Short payment holiday. You may offer to pause payments entirely for up to 5 consecutive business days. This option can only be offered once per merchant per 6 month period. Log the agreed pause dates in the CRM immediately.
Any arrangement outside these parameters must be escalated to the operations coordinator. You never promise anything you do not have authority to deliver.

What You Never Do

Discuss legal action, court proceedings, or collections agencies with any merchant under any circumstances. Make promises about credit reporting or removing negative marks from any record. Accept payment by any method other than the merchant's existing pre-authorized debit arrangement or a direct wire to our company bank account. Contact merchants outside of Monday to Friday 9am to 5pm Eastern time. Argue, raise your voice, or engage with an aggressive merchant beyond one calm attempt to de-escalate.

What We Are Looking For

Based in the Philippines with reliable internet connection and availability during Eastern business hours. Strong conversational English with clear pronunciation. Calm, professional, and composed when dealing with stressed or difficult business owners. Previous experience in collections, debt recovery, customer service, or financial services outbound calling is required. Comfortable learning and using a CRM system for call logging. Detail oriented with strong written communication for daily reporting. Able to work independently with minimal supervision.