Reach Financial · 3 days ago

Collections Specialist

Texas, United States

Full-time

Remote

Entry Level

2+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Loss MitigationDebt SettlementDebt ConsolidationLoan ServicingConsumer CollectionsNegotiating Forbearance AgreementsLoan Modification AgreementsMicrosoft Office

Required

Bachelor’s Degree in any field or equivalent work experience.

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.