Job Description

1. Make outbound and take inbound calls from company to customers for the purposes of: a. Collect payments on live and terminated accounts via phone pay, quick collect and letters using excellent customer service skills. The outstanding balance may be due to past due payments, lease end charges (mileage, wear and tear, property tax), deficiency balances due to a repossession, or an outstanding amount from a total loss.

b. Negotiate payment solutions when the customer needs assistance and follow up when there is pending action required or payment arrangements have expired.

c. Provide excellent customer service while handling incoming calls from external and internal customers with phone courtesy.

2. Manage a queue of assigned accounts

3. When customer contact is a challenge, perform skip tracing activities to locate the customer and collateral and assign out for repossession when applicable.

4. Collaborate with internal and external groups to resolve escalated customer issues and/or complaints when needed.

5. Offer feedback and recommendations on any process improvements or training material

6. Maintain corporate standards and compliance requirements.

7. HS Diploma or GED required. Bachelor’s Degree is preferred. 8. 1-2 years’ experience in Customer Service and/or Collections environment preferred.

Familiar with the automotive industry is a plus. Dress Codes: Business Casual • Inbound/outbound call experience • Highly administrative (working tasks) • Critical thinking ○ Making sense of activities on accounts • Attention to detail • multi-tasking ○ Working multiple systems