Collections Specialist

Job Description:

The primary responsibility is to take care of our existing customers by negotiating payment terms and schedules on primarily pre- and post-charge off past-due balances. Our Collections Specialists handle these inquiries through a variety of different channels whether it’s via phone calls (inbound and outbound) or emails. You will also potentially identify, qualify, and process hardship assistance on accounts (forbearances, deferments, and loan modifications), when applicable. Demonstrate the company’s core values of Empathy, Empowerment, Innovation, Progress, and Transparency in work and interactions with consumers, co-workers, etc.

What you will do:

• Operate in compliance with applicable regulations and Reach Financial policy and procedures.
• Monitor delinquent accounts inventory and negotiate best repayment options with customers to bring the account current and/or maximize charge-off recoveries.
• Handle calls efficiently in a blended call center environment (inbounds and outbounds) via auto dialer.
• Effectively manage e-mails (Cases) through prompt, effective grammar, punctuation, and attention to detail to identify concerns and issues, and address possible solutions and call to action professionally.
• Identify, qualify, and manage hardship assistance queue in a timely manner to ensure that customers are provided the best options to mitigate possible or escalated delinquency on accounts.
• Obtain familiarity and expertise on all loan products to clearly communicate information timely to customers and always attempt to provide first call resolution.
• Resolve customer issues by engaging in active listening, using the appropriate tools and resources, and escalating to appropriate parties as necessary.
• Use Customer Relationship Management (CRM) software to keep detailed, accurate notes regarding conversations with customers and outcomes, make appropriate account updates and escalate account concerns.
• Act as a partner to consumers in providing the best possible transparent solutions to keep their account in good standing, while minimizing roll rates, delinquency, and charge-offs.
• Review potential issues, concerns, and root cause to better perform on portfolio management and communicate possible solutions.
• Demonstrate effective change management skills in adapting to change quickly and with a consistent positive attitude.

What you should have:

• Bachelor’s Degree in any field or equivalent work experience.
• Important: Minimum of two years related experience in Loss Mitigation, Debt Settlement, Debt Consolidation, Loan Servicing or Consumer Collections, preferably with a bank, credit union, loan servicing company or other financial services organization.
• Excellent problem-solving, organizational, analytical, verbal and written communication skills.
• Solid knowledge of loan concepts such as amortization, interest accruals & account reconciliation.
• Experience negotiating & processing Forbearance Agreements and Loan Modification Agreements.
• Trustworthy with the ability to maintain highest level of integrity and trust.
• Proficiency in Microsoft Office, specifically Word & Excel.

What is it like working at Reach Financial?

Our culture is built around advancing our teams, and we are dedicated to the success and growth of every team member. We believe in retaining a high-performing workforce and we prioritize diversity, intellectual curiosity, and continued learning. Our generous benefits packages reflect that.

We’ve been hard at work perfecting our product for years, and now we’re growing faster than ever before. Our strong foundation and company culture is readily equipped for this growth, and we believe that with the right people, our products will continue to help customers make real changes in their financial lives.

What benefits will you receive?

• Remote First Culture with optional Hybrid opportunities
• Healthcare, Life Insurance, 401k Match
• Paid Time Off, Paid 12-week Parental Leave
• Disability (short-term, long-term), Employee Assistance Program
• Spending Accounts (Transit/Parking, Medical, Dependent Care)
• Insurance Discounts (home, auto, pet)

Reach Financial is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Reach Financial makes hiring decisions based solely on qualifications, merit, and business needs at the time.