Collections Representative

Position Responsibilities and Qualifications:

Customer Interaction:

Conduct outbound and inbound calls with client customers to:

a. Collect payments on active and closed accounts using phone pay, quick collect, and letters, ensuring excellent customer service. Outstanding balances may result from past due payments, lease-end charges (e.g., mileage, wear and tear, property tax), deficiency balances due to repossession, or amounts owed after a total loss.

b. Negotiate payment solutions for customers in need of assistance and follow up on pending actions or expired payment arrangements.

c. Handle incoming calls with professionalism, providing exceptional customer service to both internal and external stakeholders.

Account Management:

Oversee a queue of assigned accounts to ensure timely follow-ups and resolutions.

Skip Tracing:

Perform skip tracing activities to locate customers and collateral when contact is difficult, and assign accounts for repossession as necessary.

Issue Resolution:

Collaborate with internal teams and external partners to address escalated customer issues or complaints efficiently.

Process Improvement:

Provide feedback and recommendations for process enhancements or updates to training materials.

Compliance:

Adhere to corporate standards and maintain compliance with all policies and requirements.

Qualifications:

High school diploma or GED required; Bachelor’s degree preferred.

1-2 years of experience in a customer service and/or collections environment preferred.

Familiarity with the automotive industry is a plus.