Collections Representative

Position Responsibilities and Qualifications:

Customer Interaction:

1. 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.