Hardship Customer Solutions Advocate Job at Bread Financial
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Job Summary
The Customer Solutions Advocate works with past-due customers to set up Hardship plans for those who have had a life qualifying event that prevents them from making the scheduled payments on their accounts. The advocate takes transfer calls from customer care and early stage collections for customers identified as potential Hardship candidates. This is a work-at-home (WAH) position. All work at home (WAH) policies and guidelines must be followed, or you may be required to return to the office to work.
Job Description
Essential Job Functions
Customer Service: Assist customers calling in regarding their delinquent or current accounts. Make outbound phone calls on the dialer or manually to customers who have missed a payment while enrolled in the Hardship program to get their account back to a current status. Identify payment solutions that will bring the account current in the near future or resolve their delinquency over time.
Documentation
: Monitor trends and track progress of accounts assigned to the queues. Communicate to upper management regarding the trends and progress with the accounts in hardship programs. Utilizes knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
Quality Assurance: Complete Hardship enrollment process to ensure that accounts are enrolled in a timely manner. Work with team and department professionally and effectively to meet metric standards and achieve desired business results. Follow set guidelines and procedures as identified by federal law and organizational expectations.
Reports to: Supervisor
Working Conditions/ Physical Requirements:
- Work from home office; Travel to care center site as needed (if applicable). Job requires sitting the majority of workday. Schedule flexibility to work 40 hours per week, including days, evenings, and weekends.
- Workspace Environment- A dedicated workspace that is able to simulate an office environment. The room should provide an area that separates you from others while working.
- Equipment- Bread Financial will provide you with the equipment to work from home. This equipment is able to be used for work purposes only.
- Internet/Phone- Bread Financial requires W@H associates to have internet access in order to perform the responsibilities of their role remotely. At a minimum, associates working from home are required to have Cable or Fiber Residential Broadband Internet Service at the following minimum speeds: 25Mbps Download / 5Mbps Upload. This access enables the W@H associate to connect to information and other resources within Bread Financial. Satellite, DSL, Cellular (i.e. 4G and 5G), Microwave, and other types of connectivity are not permitted for use due to their limited speeds and/or less stable connectivity. Additionally, a wired ethernet connection is required.
- Location- Although this position is considered work at home, the candidate must reside within the same state or 60 miles from their current physical Bread Financial location or hub
#INDCLASS
Direct Reports: None
Minimum Qualifications:
High School Diploma or equivalent education
Preferred Qualifications:
One or more years of Collections or Customer Service experience
Pay Range:
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 6,000+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at
TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
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