Customer Service & Collections Specialist – Federal Debt Resolution – Full‑Time Swing Shift – Chelsea, MA

About arenaflex – Pioneering Financial Solutions for a Better Tomorrow

At arenaflex, we understand that the foundation of any thriving organization is its people. For more than three decades, we have been a trusted partner to higher‑education institutions, government agencies, and financial‑services firms, delivering innovative recovery and default‑management solutions. Our commitment to employee growth, ethical stewardship, and long‑term career development sets us apart in the industry. When you join arenaflex, you become part of a purpose‑driven team that values integrity, collaboration, and continuous learning.

Position Overview – Customer Service & Collections Specialist

We are seeking an enthusiastic, detail‑oriented Customer Service & Collections Specialist to join our dynamic Chelsea, MA office. This full‑time, swing‑shift role is perfect for candidates who thrive in fast‑paced environments, enjoy problem‑solving, and are passionate about helping borrowers navigate federal debt challenges. You will work closely with a supportive team, leveraging state‑of‑the‑art collection technology to deliver compassionate, compliant, and results‑focused service.

Key Responsibilities

• Initiate outbound calls and professionally handle inbound inquiries from borrowers, ensuring each interaction reflects arenaflex’s commitment to respectful communication.
• Conduct daily account reviews, accurately assess payment histories, and identify opportunities for resolution.
• Maintain and update borrower information within arenaflex’s proprietary collections platform, guaranteeing data integrity and timely record‑keeping.
• Collaborate with internal stakeholders—including compliance, finance, and legal teams—to develop tailored repayment plans that align with federal and state regulations.
• Document all communications and actions in accordance with federal student‑loan guidelines, ensuring full auditability.
• Achieve collection targets while adhering to ethical standards, contributing to the overall financial health of arenaflex’s client portfolio.
• Participate in regular training sessions, team huddles, and performance reviews to continuously improve skill sets and service quality.
• Provide feedback on process improvements, helping to refine arenaflex’s collection strategies and technology workflows.

Essential Qualifications

• High School Diploma or equivalent; additional coursework in business, finance, or related fields is a plus.
• Demonstrated ability to pass a comprehensive background check, credit screening, and drug test.
• Federal student loans in good standing, or willingness to obtain verification of loan status.
• Excellent verbal communication skills with a clear, empathetic, and professional phone presence.
• Strong organizational abilities, capable of managing multiple accounts and deadlines simultaneously.
• Basic computer proficiency, including familiarity with Microsoft Office Suite and the ability to quickly learn new software platforms.
• Commitment to upholding all federal and state collection laws, including the Fair Debt Collection Practices Act (FDCPA) and related regulations.

Preferred Qualifications & Experience

• Prior experience in collections, customer service, or financial services, especially within the federal student‑loan sector.
• Exposure to call‑center environments, with a track record of meeting or exceeding performance metrics.
• Certification or training in conflict resolution, negotiation, or debt‑recovery best practices.
• Demonstrated ability to work flexible hours, including swing‑shift schedules that may extend beyond traditional business hours.
• Proficiency with CRM or collections management systems; experience with arenaflex’s platform is a distinct advantage.

Core Skills & Competencies

• Customer‑Centric Mindset: Ability to listen actively, empathize with borrowers, and propose realistic repayment solutions.
• Analytical Thinking: Skill in reviewing financial data, identifying patterns, and making data‑driven decisions.
• Compliance Awareness: In‑depth knowledge of relevant laws and a commitment to ethical collection practices.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive team culture.
• Resilience & Adaptability: Capacity to handle challenging conversations while maintaining composure and professionalism.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in employee development. As a Customer Service & Collections Specialist, you will have access to:

• A comprehensive two‑week paid training program that covers compliance, collections technology, and advanced communication techniques.
• Ongoing mentorship from senior collection managers and compliance officers.
• Opportunities to pursue internal certifications, such as Certified Debt Collection Professional (CDCP) or Financial Services Compliance Specialist.
• Clear career pathways toward senior collection roles, team lead positions, and specialized compliance or analytics tracks.
• Regular workshops on emerging industry trends, regulatory updates, and best practices in borrower engagement.

Compensation, Perks & Benefits

While exact compensation varies based on experience, arenaflex offers a competitive base salary ranging from $18.00 to $20.00 per hour, complemented by an uncapped commission structure that rewards high performance. Additional benefits include:

• Flexible scheduling to support work‑life balance.
• Comprehensive health coverage (medical, dental, vision) and short‑term disability insurance.
• Retirement savings plan with employer matching contributions (401(k)).
• Paid time off, including holidays and personal days.
• Casual dress code, fostering a comfortable yet professional workplace.
• Employee assistance programs and wellness resources.
• Recognition programs that celebrate individual and team achievements.

Work Environment & Culture at arenaflex

Our Chelsea office is a collaborative hub where teamwork, respect, and continuous improvement are the norm. You will find:

• Open‑plan workspaces designed to encourage knowledge sharing and quick problem resolution.
• Regular team‑building events, both virtual and in‑person, that strengthen camaraderie.
• A leadership philosophy that values transparency, open communication, and employee input.
• Technology‑driven tools that streamline workflows, allowing you to focus on meaningful borrower interactions.
• A culture that celebrates diversity, equity, and inclusion, ensuring every voice is heard and valued.

How to Apply

If you are ready to launch a rewarding career with arenaflex, please submit your resume and a brief cover letter outlining your interest in the role to [email protected]. For any questions, you may also contact our recruiting team at 603‑842‑6989. We look forward to learning how your skills and enthusiasm can contribute to our mission of responsible debt resolution.

Equal Opportunity Employer Statement

arenaflex is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. arenaflex participates in the E‑Verify program to confirm employment eligibility.

Take the Next Step – Join arenaflex Today!

At arenaflex, your success is our success. By delivering compassionate, compliant, and effective collection services, you will help borrowers regain financial stability while advancing your own professional journey. Apply now and become part of a forward‑thinking organization that values your growth, your ideas, and your dedication.