Default Account Representative

The First Pay Default Specialist handles first payment default accounts/customers, working to resolve the account and obtain payment. 

Essential duties and responsibilities include the following. Other duties may be assigned.

• Handle incoming and outgoing/callbacks on first payment default accounts, processing and noting accounts appropriately.
• Research first pay defaults for contact information utilizing resources such as Decision Lender, Rubex, TLO, and the internet.
• Accurately identify possible risk/dealer issues, sending disputed accounts to the appropriate team for handling.
• Process over-the-phone payments, handle routine customer account questions, and coach customers on available resources including but not limited to the use of the online portal, IVR, or other methods.
• Accurately relay information to customers relating to interest, statements, and other account questions.
• Provide relief options to customers encountering hardships in accordance with company policies and practices.
• Assist with overflow calls including but not limited to disputes, recovery, first pay, and bankruptcy calls.
• Utilize company resources to properly achieve one-call resolutions.
• Support the department with administrative tasks that may include working reports, emails, and/or in-office tasks as needed.
• Support new hire training efforts by training and shadowing with employees, providing reports on progress to Management.

• Other duties as assigned by management.

Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

• Associate’s degree in business, finance, communication, marketing or related field; 2 years of related experience OR combination of education and experience.

• Strong computer skills including Word, Excel, Internet, and email.
• Strong typing skills.
• Strong attention to detail.

• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, and Internet Explorer).