Review and analyze delinquent accounts, contact clients, negotiate repayment plans, and monitor agreed payments while documenting interactions accurately. Conduct skip tracing, coordinate with internal teams to resolve complex issues, provide customer support, and escalate unresolved matters in accordance with company policies and regulations.
Build, hire, train, and lead a remote team of Client Retention Specialists, setting performance targets and service levels while coaching staff through customer conversations. Oversee early-delinquency outreach, compliant payment arrangements, documentation, and follow-ups, and use call analytics and frontline insights to improve scripts, contact strategies, timing, and resolution offers.
The specialist will contact clients with overdue accounts to identify the cause of delinquency and establish realistic payment plans. They are responsible for documenting all interactions in the loan management system while ensuring compliance with financial regulations.
Assess client financial needs to facilitate loan applications and educate them on available products. Manage inbound and outbound calls while meeting monthly sales targets and maintaining a productive lead pipeline.
