Collections Specialist

Pre-Charge Off Collections Specialist

Reach Financial is a FinTech platform helping people outsmart debt for good. We are building innovative products and best-in-class support that enable our customers to take control of their debt and de-mystify their personal finances. Our products and tools empower our customers to turn their financial goals into a reality.

Reach Financial launched in 2015 and has helped our customers pay off over $1 billion in debt. We offer debt consolidation loans and personal loans; together, these markets represent a $1.5T opportunity. In time, we will expand beyond these products to offer solutions for a variety of our customers' personal finance challenges.

We are a fast-growing and fast-paced FinTech startup with the stability of an established firm. You will have a front-row seat at a rapidly growing company innovating the FinTech industry.

About the Role

The primary responsibility of the Pre-Charge Off Collections Specialist is to support customers experiencing financial hardship or payment delinquency while working to prevent accounts from charging off. This role focuses on early- and mid-stage delinquency management through proactive customer engagement, payment negotiations, hardship assistance evaluation, and delinquency prevention strategies.

Collections Specialists interact with customers across multiple communication channels including inbound/outbound phone calls, SMS, and email correspondence. The role requires balancing customer experience with portfolio performance objectives by identifying sustainable repayment solutions that minimize roll rates, delinquency progression, and charge-offs.

This position requires strong communication, skip-tracing, negotiation, problem-solving, and time management skills, while consistently demonstrating Reach Financial's core values of Empathy, Empowerment, Innovation, Progress, and Transparency in all customer and internal interactions.

What You'll Do

• 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.

Core Performance Expectations

• Deliver a professional, compliant, and customer-focused experience on every interaction.
• Maintain high standards of quality assurance, attendance, adherence, and productivity KPIs.
• Effectively manage delinquency and hardship conversations to improve account resolution outcomes.
• Demonstrate accountability, adaptability, and continuous improvement in performance and customer engagement practices.

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)