Collector, Customer Service​/HelpDesk

Description

Ready to make a difference with every call? Join our dynamic team and help provide exceptional service that truly matters! Goal Solutions is hiring Collectors in Sioux Falls, SD.

Full Time Shifts
:
Monday-Friday 12:30-9pm (This shift qualifies for 15% shift differential on ALL hours!)

Collector I Pay Range
: $15-$18 + up to $400/month bonus

Collector II Pay Range
: $18-$20 + up to $450/month bonus

Enjoy our perks like:

• Free snacks in the office
• 14 paid holidays every year
• The best work culture you’ve ever known!

Full timers also enjoy:

• 3-week vacation accrual
• 401(k) + company match up to 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,700
• Life insurance, disability, and critical illness
• Tuition reimbursement program
• Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day

The Front End Collector has the privilege of helping develop life-long relationships with borrowers, clients, and team members. Our team supports and champions a culture of innovation, creativity, and resolution to continually enhance our processes, our systems, borrowers’ experience, and the environment for our team members. Each day, our team has the chance to apply their strengths, tap into the strengths of fellow team members, and embody Goal's core values.

This role is mainly responsible for contacting borrowers to collect payment on overdue accounts and guiding them toward repayment options that align with their unique circumstances.

• Provide exceptional service to Launch borrowers who have questions or require assistance with their account
• Build relationships working directly with our client’s customers (borrowers) via inbound and outbound phone contact and written correspondence
• Complete outbound calls to support the goal of rectifying delinquency by securing payment to bring account to current
• Confirm and update account information
• Secure a Promise to Pay and track to a ‘closed’ promise (payment received)
• Secure new online enrollment and/or mobile app download
• Secure new ACH (recurring payment) enrollment
• Update accounts into an eligible forbearance when all other options for payment have been exhausted
• Support inbound borrower service interactions
• Document all activities transacted with/on Launch borrower’s/accounts using the systems platforms provided by management
• Process servicing transactions including payments, postponements, and other account status changes
• Effectively resolve customer complaints with a sense of urgency by completing the appropriate documentation and reporting
• Engage, interact, and collaborate with Launch’s operations team members throughout the mid to late-stage collections and claim charge-off stages
• Ensure full compliance with consumer lending regulations, established procedures, and policies of Launch
• Represent and communicate the mission and values of Launch Servicing
• Act as a total team player
• Perform ad-hoc assignments, duties and contributing to special projects as assigned

• BS/BA or equivalent work experience
• 1-5 years of experience in a collection and/or outbound borrower outreach role
• Regular and reliable attendance
• Demonstrated ability to communicate effectively in written, verbal and interpersonal interactions
• Self-motivated with a high level of initiative and accountability able to work in less structured environment
• Demonstrated ability to be flexible and adjust to changing responsibilities on any given day
• Demonstrated ability to manage assigned tasks, prioritize work and meet deadlines
• Strong desire to succeed and possess a positive work attitude
• Comfortable with a dynamic, ever changing work environment
• Willing and able to work a varied schedule with flexible hours
• Proven organization ability and solid attention to detail
• Proficiency in Microsoft Office Software and web-based applications
• Ability to perform the essential functions of the position with or without accommodations

• Regular and punctual attendance
• Answering Customer inquiries
• Adherence to Policies and Procedures
• Complaint Resolution that aligns with Goal’s Core Value Documentation and Data Entry