Front End Collector

Front End CollectorAt Goal Solutions, our employees are at the heart of everything we do. We're a people-first company committed to cultivating a supportive, inclusive, and growth-oriented workplace. We know that happy employees lead to happy customers and that's why we prioritize your well-being, work-life balance, and professional development.If you thrive in a positive, purpose-driven environment and love delivering exceptional service, we'd love to hear from you As a Front End Collector, you get to be a relationship-builder, problem-solver, and team cheerleader all in one You'll help create lasting connections with borrowers, clients, and your fellow teammates while being part of a crew that thrives on innovation, creativity, and fresh ideas. We're all about making things betterwhether it's our systems, our borrower experience, or the work vibe for our team.Each day brings a new opportunity to use your strengths, team up with talented coworkers, and live out Goal's core values in action. Your main mission? Reach out to borrowers with overdue accounts, lend a friendly hand, and guide them toward repayment options that fit their unique situations turning challenges into positive outcomesFull Time Shifts: Monday-Friday 12-9pm (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 bonusWhy You'll Love Working Here:All employees enjoy: Free snacks in the office 14 paid holidays every year A fun, supportive, and dynamic work cultureFull-time employees also receive: Vacation: 3 weeks of paid vacation accrual Health & Wellness: Medical, dental, and vision insurance + $1,650 annual HSA contribution Retirement: 401(k) + company match up to 4% Protection: Life insurance, disability, and critical illness coverage Parental Leave: Paid time off for growing your family Education: Tuition reimbursement program Bonuses: $2,000 vacation incentive after 3 years + $1,000 sabbatical day Perks: Community funds, wellness funds, and moreJob Description: 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.Responsibilities:Provide exceptional service to Launch borrowers who have questions or require assistance with their accountBuild relationships working directly with our client's customers (borrowers) via inbound and outbound phone contact and written correspondenceComplete outbound calls to support the goal of rectifying delinquency by securing payment to bring account to currentConfirm and update account informationSecure a Promise to Pay and track to a 'closed' promise (payment received)Secure new online enrollment and/or mobile app downloadSecure new ACH (recurring payment) enrollmentUpdate accounts into an eligible forbearance when all other options for payment have been exhaustedSupport inbound borrower service interactionsDocument all activities transacted with/on Launch borrower's/accounts using the systems platforms provided by managementProcess servicing transactions including payments, postponements, and other account status changesEffectively resolve customer complaints with a sense of urgency by completing the appropriate documentation and reportingEngage, interact, and collaborate with Launch's operations team members throughout the mid to late-stage collections and claim charge-off stagesEnsure full compliance with consumer lending regulations, established procedures, and policies of LaunchRepresent and communicate the mission and values of Launch ServicingAct as a total team playerPerform ad-hoc assignments, duties, and contributing to special projects as assignedEducation & Other Minimum Requirements:BS/BA or equivalent work experience1-5 years of experience in a collection and/or outbound borrower outreach roleRegular and reliable attendanceDemonstrated ability to communicate effectively in written, verbal and interpersonal interactionsSelf-motivated with a high level of initiative and accountability able to work in less structured environmentDemonstrated ability to be flexible and adjust to changing responsibilities on any given dayDemonstrated ability to manage assigned tasks, prioritize work and meet deadlinesStrong desire to succeed and possess a positive work attitudeComfortable with a dynamic, ever changing work environmentWilling and able to work a varied schedule with flexible hoursProven organization ability and solid attention to detailProficiency in Microsoft Office Software and web-based applicationsAbility to perform the essential functions of the position with or without accommodationsEssential Functions:Regular and punctual attendanceAnswering Customer inquiriesAdherence to Policies and ProceduresComplaint Resolution that aligns with Goal's Core ValueDocumentation and Data EntryWork Environment and Physical Demands:Ability to stand / sit for extended hours of timeAbility to remain at workstation for long periods of timeAbility to work in an environment with a moderate to loud noise levelHeavy keyboard/mouse usage required with repetitive movementsQualities we look for in our candidates:An eagerness to learn and grow your skillsA drive to succeed, a sense of urgency, and a passion for the workAll-around good team leaders who are approachable and dedicated to helping others succeedGoal Solutions, LLC ("Goal" or the "Company") is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise. Directly or through its subsidiaries, GSS Data Services, Launch Servicing ("Launch") and Turnstile Capital Management ("TCM"), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named "Best Places to Work" by the San Diego Business Journal since 2015.The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.Equal Employment OpportunityIt is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.