Collections Specialist

Reach Financial is a Fin Tech 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 Fin Tech startup with the stability of an established firm. You will have a front-row seat at a rapidly growing company innovating the Fin Tech industry.

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.

• 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…