Consumer Collection Specialist – Tier 1
Description Location: Remote Working Hours 11:00am - 8:00pm PST Are you EPIC? Do You Have The Ability To Demonstrate, Understand And Apply HFD’s Core Purpose And Values In All That You Do? At HFD Our Core Purpose Is To Help The Underserved Live Healthier. In Order To Accomplish This Mission, We Must Ensure That Our Team Is Aligned With Our E.P.I.C. Values
- Excellence: Always exceeding expectations!
- Passionate: Executing with boldness!
- Innovative: Pioneering a better way!
- Collaborative: Together we win!
The EPIC Consumer Collection Specialist – Tier 1 we are looking for: The Consumer Collection Specialist is a new role for HFD a fast-growing company that promotes from within. This role will be all first party and focus on late-stage, pre-charge off recovery for our consumer agreements and loans. This role reports into the team lead, which reports directly into the C-suite. This is a great opportunity for a remote employee with ample pre-charge off collections and customer service experience to grow with a new team. You will work amongst a small team, but you are strong enough of an IC (inner compass) to strive with autonomy. The position includes excellent benefits and employee paid insurance. The hourly pay rate will depend on experience and skills. As a Consumer Collection Specialist – Tier 1, You Will
- High call auto dial an ever-evolving portfolio of 60-120 days past due patient accounts to cure/bring current.
- Work as a group with your fellow specialist towards a company recovery goal for bonus, with the opportunity to bonus additionally based on individual collections. Individual bonus starts at $500 and is uncapped.
- Utilize HFD’s multi-channel customer platform to reach out to patients utilizing phone, dialer, email, SMS, chat and written mail.
- Collaborate with other teams within the company to process cancelations, disputes and refunds.
- Review and monitor your own metrics to ensure accuracy of your recovery efforts.
- Ensure your outbound/inbound occupancy in a remote environment so our customer needs are met in a timely manner.
- Be dynamic, responsive, and proactive with both customers and peers/leadership.
Requirements
- 3 years+ experience in loan servicing, collections, or similar in consumer credit, with knowledge of negotiations and collection procedures.
- Innovative problem solver with soft skills for collaborating with customers and team.
- Persuasive and persistent communicator – Must clearly and professionally communicate with consumers, must understand compliance, laws, and regulations around recoveries, and be able to communicate with leadership as needed.
- Analytics abilities – be able to easily digest reporting of metrics, insights, and other analyses.
- Organized with ability dive deep into details.
- Ability to work in a fast-paced call center environment.
- Ability to type at least 30 words per minute.
- Must be knowledgeable with skip tracing and location information for consumers.
- Collaborative and team player – you will be on a small team with a common goal but also work among a bigger operations team who does early-stage recoveries and servicing.
- Self-motivated and able to focus in a home environment with minimal distraction.
- Flexible – this is a new team, and we will be figuring everything out from platform to strategies, there will be a lot of changes, so paying close attention and rolling with changes will be crucial.
- Not afraid to speak up and be passionate about your ideas – we get it, being a new, remote employee is hard.
- Ability to pay close attention to detail and be self-motivated
- Ability to multitask and excel in a fast-paced environment
- Beginner / Intermediate proficiency in Microsoft excel
- Bilingual in English and Spanish preferred
Benefits
- Medical, Dental, Vision Insurance
- 401k with 4% company match.
- Time off: 10 days per year of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday.
- EPIC company culture