Remote Collections Specialist - Prevent Delinquency

Reach Financial; New York (NY); Remote; USD 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

Remote-first culture

Healthcare

401k Match

Paid Time Off

Parental Leave

Disability insurance

Employee Assistance Program

Transit/Parking & Medical Spending

Insurance discounts

Zusammenfassung

Reach Financial is seeking a Pre-Charge Off Collections Specialist to support customers facing hardship and delinquency while preventing charge-offs. You will negotiate payment plans, evaluate hardship requests, and work across channels to secure sustainable solutions that protect portfolio performance.

Ideal candidates bring 2+ years in loss mitigation or collections, strong problem-solving and communication skills, and proficiency with Microsoft Office.

Qualifikationen

• Bachelor’s Degree or equivalent work experience.
• Minimum of two years related experience in Loss Mitigation, Debt Settlement, Debt Consolidation, Loan Servicing or Consumer Collections.
• 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.

Aufgaben

• Operate in compliance with all applicable regulations, company policies, procedures, and quality standards.
• Manage assigned delinquent account inventory and work proactively to prevent accounts from progressing through delinquency buckets and charging off.
• Negotiate payment arrangements, split payment plans, deferments, forbearances, and other approved hardship solutions designed to restore accounts to good standing.
• Evaluate hardship requests by gathering customer financial information and determining appropriate assistance options in accordance with company policy.
• Handle inbound and outbound calls efficiently within a blended call center environment utilizing auto-dialer technology and manual outreach efforts.
• Manage customer communication across multiple channels including phone, SMS, and email while maintaining professionalism, empathy, and attention to detail.
• Utilize skip-tracing tools and account research resources to improve customer contact rates and resolution opportunities.
• Accurately document all customer interactions, payment commitments, hardship evaluations, and account updates within Customer Relationship Management (CRM) systems.
• Maintain strong knowledge of Reach Financial loan products, policies, payment options, and hardship programs to provide accurate and transparent information to customers.
• Work to achieve key department performance metrics including delinquency prevention, promise-to-pay effectiveness, adherence, quality assurance, customer experience, and account resolution targets.
• Identify customer concerns, complaints, or escalation risks and work collaboratively with leadership and support teams to provide appropriate resolutions.
• Demonstrate effective negotiation and de-escalation techniques while maintaining a professional and empathetic customer experience.
• Adapt quickly to changing business needs, portfolio strategies, regulatory requirements, and operational priorities.
• Support departmental initiatives focused on improving portfolio performance, operational efficiency, customer experience, and process improvement.

Ausbildung

Bachelor’s Degree

Tools

Microsoft Office (Word & Excel)

Jobbeschreibung

Reach Financial is seeking a Pre-Charge Off Collections Specialist to support customers facing hardship and delinquency while preventing charge-offs. You will negotiate payment plans, evaluate hardship requests, and work across channels to secure sustainable solutions that protect portfolio performance.

Ideal candidates bring 2+ years in loss mitigation or collections, strong problem-solving and communication skills, and proficiency with Microsoft Office.