Reach Financial Collections Specialist

About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview

 

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), SMS, or emails. You will also potentially identify, qualify, and process hardship assistance on accounts (forbearances, deferments, and loan modifications), when applicable. Demonstrate the company core values of Empathy, Empowerment, Innovation, Progress and Transparency in work and interactions with consumers, co-workers, etc

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 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) and SMS through prompt, effective grammar, punctuation, and attention to detail to identify concerns, 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.

Qualifications

• High school diploma/GED required; College degree preferred 
• 2+ years of experience working in a relationship-based support role
• 2+ years of Customer Service experience
• Experience within a financial or banking organization preferred
• Excellent interpersonal communication skills, both verbal and written
• Strong critical thinking and problem-solving abilities
• Strong organizational and multi-tasking skills using multiple systems and tools, with an acute attention to detail
• Ability to remain professional, confident and patient when faced with complex problems
• Proficient in Microsoft Excel and Office

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

• High school diploma/GED required; College degree preferred 
• 2+ years of experience working in a relationship-based support role
• 2+ years of Customer Service experience
• Experience within a financial or banking organization preferred
• Excellent interpersonal communication skills, both verbal and written
• Strong critical thinking and problem-solving abilities
• Strong organizational and multi-tasking skills using multiple systems and tools, with an acute attention to detail
• Ability to remain professional, confident and patient when faced with complex problems
• Proficient in Microsoft Excel and Office

• 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 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) and SMS through prompt, effective grammar, punctuation, and attention to detail to identify concerns, 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.