Lead and scale a remote client retention team supporting recently delinquent borrowers. Responsibilities include recruiting, onboarding, scheduling, coaching, call monitoring, performance management, payment-plan setup, compliance, documentation, follow-up, and hardship-option routing. Use call analytics and frontline insights to improve scripts, outreach timing, contact strategies, and resolution offers. The role focuses on empathetic client support, cure rates, and kept-promise metrics rather than traditional collections.

Support credit facility operations, lender reporting, funding and collateral flows, borrowing base and covenant monitoring, and large-data analysis. Reconcile discrepancies, flag anomalies, respond to lender requests, maintain quality control over recurring deliverables, and improve reporting processes. The role requires advanced Excel skills and close collaboration with internal stakeholders and lenders in a fast-paced hybrid environment.

Contact clients with recently missed payments, understand the cause, secure and schedule specific repayment commitments, and follow up to ensure payment. Accurately document interactions in the loan management system, comply with UDAAP, TCPA, contact-frequency, and disclosure requirements, and share client insights to improve scripts, timing, and offers. This remote retention role emphasizes restoring accounts to current status rather than traditional collections.