Novari Mobility is building the infrastructure for the next generation of flexible mobility. Our businesses include FlexRide, which provides flexible month-to-month vehicle leasing and rental services, and GAANI, which offers vehicle access programs for professional rideshare and delivery drivers. Our technology affiliate, Novari Technologies, develops Flex360, the technology platform that enables vehicle access programs and fleet operations to be deployed, managed, and scaled efficiently.

We combine innovative technology with real-world operational experience to make mobility more accessible, flexible, and efficient. We're a growing, entrepreneurial organization that values initiative, accountability, teamwork, and people who take pride in their work. We're building for the future and looking for motivated individuals who want to grow with us.

Visit us at : https://novarigroup.io/mobility

Mobility Advisor, Collections & Account Resolution

Novari Mobility | Supporting FlexRide & GAANI

Location: Herndon, Virginia

Employment Type: Part-time, with potential for full-time employment

Schedule: Approximately 20–30 hours per week

Work Arrangement: Hybrid, with required on-site availability during key operating days

Reports To: Customer Operations & Risk Manager

About Novari Mobility

Novari Mobility is building the infrastructure for the next generation of flexible mobility.

Our businesses include FlexRide, which offers flexible month-to-month vehicle access programs and rental services, and GAANI, which provides vehicle access programs for professional rideshare and delivery drivers.

Our technology affiliate, Novari Technologies, develops Flex360, the technology platform that enables vehicle access programs and fleet operations to be deployed, managed, and scaled efficiently.

We combine modern technology with hands-on operational experience to deliver reliable, flexible vehicle access solutions.

We're a growing, entrepreneurial organization that values initiative, accountability, continuous learning, teamwork, and people who take ownership of results.

Position Overview

We're looking for a motivated, dependable, resourceful, and technology-proficient Mobility Advisor, Collections & Account Resolution to join our customer operations team.

This position plays a critical role in protecting customer relationships, maintaining healthy accounts, and ensuring timely payment resolution across our mobility programs.

Your primary responsibility will be to proactively manage overdue accounts, communicate with customers regarding missed payments, resolve account issues, and ensure that appropriate follow-up or escalation occurs when problems remain unresolved.

You'll also provide limited support for customer vehicle pickups, returns, and other account-related servicing activities.

This is not a traditional call-center collections position. We use technology, automated workflows to manage accounts, monitor payments, improve communication, and identify situations requiring attention.

We're looking for someone who can leverage these tools to work efficiently, take effective action, make sound judgments, communicate confidently, and follow through until an issue is resolved.

You don't need to be a technology expert. What matters is being comfortable with technology including AI, curious about new tools, and willing to continuously learn and improve how you work.

The ideal candidate combines persistence with empathy, strong communication skills with attention to detail, and the ability to work independently without constant supervision.

Key Responsibilities

1. Collections and Payment Resolution

• Monitor assigned customer accounts for missed payments, failed transactions, overdue balances, and outstanding payment commitments.
• Proactively contact customers through approved telephone, text, and email channels to resolve payment issues.
• Help customers understand outstanding balances, payment obligations, and available options under company policies.
• Obtain and document payment commitments and follow up consistently until resolved.
• Identify customers experiencing temporary payment difficulties and refer appropriate requests for review.
• Maintain consistent follow-up with customers who are unresponsive or repeatedly miss payment commitments.
• Act quickly to prevent manageable payment issues from becoming prolonged delinquency.

2. Account Resolution and Customer Retention

• Investigate customer questions involving billing, payment history, account status, fees, and payment arrangements.
• Resolve routine issues independently within established company policies and authorization limits.
• Coordinate with customer service, risk management, and finance when an issue requires additional review.
• Identify situations where an appropriate resolution can help retain a customer while protecting the company's interests.
• Handle difficult conversations calmly, respectfully, and confidently.
• Ensure customers receive clear, accurate information and understand their next steps.

3. Delinquency Escalation and Recovery Coordination

• Identify accounts requiring escalation based on payment history, customer responsiveness, and applicable program rules.
• Prepare clear account summaries and supporting documentation for management review.
• Coordinate with the Risk and Fleet Operations teams when approved vehicle returns or recovery actions are required.
• Communicate with customers regarding authorized vehicle-return arrangements and next steps.
• Track outstanding escalation tasks and help ensure that approved actions are completed promptly.
• Maintain accurate records throughout the account-resolution process.

All recovery actions, account restrictions, payment exceptions, and other consequential decisions must follow applicable company policies and approval requirements.

4. Customer Pickups and Mobility Operations Support

• Assist with scheduled customer vehicle pickups and returns when needed.
• Support customer account verification and completion of required pickup documentation.
• Coordinate with Fleet Operations to help ensure customers receive timely, organized service.
• Assist with customer questions relating to account activation, payment requirements, or vehicle-return obligations.
• Provide professional, helpful service to customers and professional drivers.

Collections and account resolution remain the primary responsibilities of this position.

5. Technology, AI and Workflow Management

Technology is central to how we operate. This position requires the ability to use digital systems confidently and adopt new tools as our business evolves.

Responsibilities include:

• Use Flex360 and other approved company systems to monitor accounts, manage assigned work, and track resolution activities.
• Review system alerts, payment exceptions, customer histories, and outstanding tasks to prioritize daily work.
• Accurately document customer conversations, payment commitments, disputes, and follow-up actions.
• Leverage approved AI tools to improve productivity, organize information, summarize account activity, prepare communication drafts, and streamline routine tasks.
• Review and verify AI-assisted work for accuracy, professionalism, and compliance before using it.
• Maintain accurate account records so other team members can continue work without unnecessary delays.
• Identify opportunities to simplify processes, reduce repetitive tasks, and improve customer communication.
• Actively participate in training and learn new technologies, including AI-assisted workflows, as they are introduced.
• Follow company data security and confidentiality requirements when using technology and AI tools.

What We're Looking For

We're looking for someone who takes ownership of problems, follows through, and is committed to learning and improving.

The right candidate should demonstrate:

• Persistence: Comfortable following up consistently and having difficult payment conversations.
• Judgment: Knows when to resolve an issue independently and when to escalate.
• Communication: Can explain obligations clearly, listen effectively, and remain professional under pressure.
• Accountability: Takes responsibility for assigned accounts and outstanding commitments.
• Organization: Can manage multiple cases, deadlines, and follow-up tasks without losing track of details.
• Attention to detail: Maintains accurate records and recognizes discrepancies.
• Technology proficiency: Confident using computers, digital communication platforms, business software, and automated workflows.
• AI readiness: Interested in using AI tools to work more efficiently, solve problems, and improve the quality of daily work.
• Learning agility: Able to learn new systems, adapt to changing processes, accept feedback, and continuously develop new skills.
• Initiative: Identifies what needs attention and takes action without constant direction.
• Customer focus: Treats customers respectfully while maintaining firm and consistent expectations.

Required Qualifications

• High school diploma or GED.
• Previous experience in customer service, collections, account servicing, financial services, or another role involving direct customer communication and problem resolution.
• Strong verbal and written English communication skills.
• Demonstrated proficiency with computers, business applications, digital communication tools, and online systems.
• Ability and willingness to learn new technologies, including AI-powered tools and automated workflows.
• Ability to review account information, understand payment obligations, and maintain accurate records.
• Strong organizational skills and ability to manage deadlines.
• Ability to maintain confidentiality and handle sensitive customer information responsibly.
• Ability to work independently and consistently meet assigned responsibilities.
• Availability during key collection and customer-service periods, particularly Mondays, Wednesdays, and Fridays.

Preferred Qualifications

• Some college education, associate's degree, bachelor's degree, or relevant vocational training. A college degree is preferred but not required.
• Previous experience in collections, loan servicing, account recovery, or payment resolution.
• Experience in automotive finance, vehicle leasing, rental operations, or related financial services.
• Familiarity with customer relationship management systems, payment platforms, or account-management software.
• Experience handling customer disputes, payment arrangements, and difficult conversations.
• Experience using AI tools to improve productivity, communication, or workflow efficiency.
• Experience working in a small business or fast-growing operational environment.
• Spanish-speaking ability is a plus.

Work Schedule and Environment

This position will initially be part-time, with the opportunity to expand based on business needs and performance.

Our busiest periods generally occur on Mondays, Wednesdays, Fridays and Saturdays. Availability during these days is particularly important.

The position requires on-site training and regular office attendance in Herndon. Some remote work may be available based on operational needs, demonstrated performance, and management approval.

What Success Looks Like

Successful performance means:

• Missed payments receive timely, appropriate follow-up.
• Assigned overdue accounts have clear next steps and accountable ownership.
• Customer payment commitments are accurately documented and consistently monitored.
• Routine account problems are resolved without unnecessary management involvement.
• High-risk or unresolved situations are escalated promptly.
• Customer interactions remain professional and respectful.
• Account information and task records are accurate and complete.
• Technology and approved AI tools are used effectively to improve productivity and work quality.
• New systems and processes are learned and adopted with minimal ongoing supervision.
• The team can depend on you to follow through without constant reminders.

Why Join Us?

At Novari Mobility, you'll work with a growing team building technology-enabled mobility operations.

You'll have opportunities to develop your skills in customer account management, payment resolution, risk operations, and mobility services while working with modern technology and AI-powered tools.

In addition to competitive hourly compensation, this position offers the opportunity to earn performance-based collections bonuses tied to successful payment recovery and customer account resolution.

We offer a collaborative, entrepreneurial work environment, hands-on training, and opportunities for increased responsibility as the business expands.

If you're dependable, comfortable having difficult conversations, skilled at resolving problems, open to learning new technologies, and motivated by getting results, we'd like to hear from you.

Equal Employment Opportunity

Novari Mobility is committed to providing equal employment opportunities in accordance with applicable federal, state, and local laws.