About the RoleWe are seeking an experienced Senior Workout Specialist to manage a portfolio of past-due accounts, lead recovery efforts on complex cases, and help drive process improvements across the collections function. This role requires strong negotiation skills, sound judgment on escalations and settlements, and the ability to work cross-functionally with Finance, Legal, and Customer Service to resolve delinquent accounts while maintaining a positive customer experience.
Key Responsibilities- Manage a portfolio of delinquent accounts, prioritizing outreach based on risk, balance, and aging
- Determine suitability of extending work-out plans for programs experiencing financial hardship pertaining to business cash flow. Negotiate and structure repayment plans, settlements, and payment arrangements within approved authority limits
- Serve as an escalation point for complex, high-value, or sensitive collections cases
- Gather documentation and perform more complex research, financial analysis, and evaluating risk to mitigate losses.
- Track and report on key collections metrics & trends
- Ensure all collections activity complies with FDCPA, state/federal regulations, and internal policies
- Partner with Finance and Legal on pre-charge-offs, write-offs, and refer for legal or third-party placements, following established policies and procedures
- Mentor and train junior collections staff on best practices, negotiation techniques, and compliance requirements
- Identify trends in delinquency and recommend process or policy improvements to reduce future risk
- Maintain accurate, detailed account notes and documentation in the collections/CRM system
- Collaborate with Customer Service and Sales to resolve root causes of recurring payment issues
- Prepare and present regular reporting on portfolio performance to management
Required Qualifications- Bachelor's degree in Finance, Business Administration, or related field (or equivalent experience)
- 5+ years of collections experience, including experience with complex, high-balance, or high-risk accounts
- Strong working knowledge of FDCPA and other applicable collections regulations
- Proven negotiation and conflict-resolution skills
- Experience with collections software, CRM systems, and Microsoft Excel
- Excellent verbal and written communication skills
- Strong analytical skills with the ability to effectively track, as well as interpret account and portfolio data
- High attention to detail and comfort working with sensitive financial information
- Ability to work independently and manage a high-volume caseload
Preferred Qualifications- Experience with collections CRM, ACH banking, and against performance targets.
- Experience with skip tracing, bankruptcy accounts, or third-party collections agencies
- Prior experience mentoring, informally leading & supporting a team, or working as a subject matter expert
- Bilingual communication skills a plus.
Key Skills- Negotiation and persuasion
- Regulatory and compliance knowledge
- Analytical and data-driven decision-making
- Emotional intelligence and de-escalation
- Attention to detail and accuracy
- Cross-functional collaboration
Benefits of working at Fora Financial- Company-subsidized medical, dental, and vision plans.
- 401(k) plan with company match.
- Life insurance at no cost to employees.
- Generous time off plan, including rollover vacation days.
- Health care and dependent care flexible spending accounts.
- Commuter benefits.
- Hybrid working model.
- Weekly breakfast, snacks, and Friday lunches provided onsite.
Compensation and Logistics- Hybrid working model
- Salary range $70,000-$100,000
