Experienced Collections Specialist

Your Role:
Our Account Managers drive our customer support team. They guide customers to bring their accounts current and keep their accounts current by educating them on the benefits and realities of vehicle ownership. The account manager has a great opportunity to have ownership and reduce risk for the company by establishing strong relationships with customers and helping to develop a great team. Part of the role includes the freedom to negotiate with customers in order to come to a solution that works for everyone. We value collaboration with our account managers and encourage voices to be heard when thinking about improvements that can be made to the process, the customer experience, and company.


What makes us right for you:
Potential monthly bonus based on performance
Time Earned Program
Six paid federal holidays


What it boils down to:
Receives inbound and makes outbound calls, web chats, or instant text messages in order to manage and reduce delinquency on customer accounts
Monitor and evaluate customer accounts assigned to you and find solutions for past due accounts
Collect payments and account maintenance to achieve department standards
Meet required efficiency metrics and performance expectation
Provide a good customer experience by helping customers through difficult times and offering solutions
Identify operational issues and suggest improvements
Work with other Account Managers to ensure an effective and cohesive team
Secure payments through online payment systems and MoneyGram
Continually organize and rebalance your workload to achieve optimum efficiency and time management
Other duties as required


Desired Skills/Abilities:
Experience using Dealer Socket IDMS or FEX
Bilingual English and Spanish
Understanding and experience in collections


Our most successful employees are…
Persuasive communicators - Communicates information in a way that convinces people to agree to a solution. Considers their audience and tailors their message, with honesty, in order to coax people into ---------- dividual results oriented - Understand what individual results are required to be successful and why these results are important. Consider how they can best achieve the results and move towards ---------- dividual Owners - Take ownership of the processes and procedures of their job, their behavior, and their words. Take control of their own career by seeking improvement in themselves, their team, and the ---------- mitted tea ---------- mbers - Committed to the team succeeding. Understand that team success happens when individuals are able to perform at high levels. Are engaged in their own success, and are committed to helping their tea ---------- mbers succeed.
Creative problem solvers - Show an understanding of the problem on a holistic level and the potential solutions. Engage with each problem individually and think outside the box to come up with a ---------- lf-Motivated - Motivated to act without the need from external pressure. Consider their own strengths and weaknesses and are driven to act accordingly. Consider the needs of the team and company and are motivated to engage deeply in their success, the success of the team, and the success of the company.
Customer Service Masters - Understand that educating and helping the customer is at the heart of success. Show patience, empathy, and are dedicated to helping the customer with honesty and clarity.
Honest - Act honestly in dealing with internal and external customers. Consider the ethical standards of the company in all ---------- cation and Experience:
*Stable computer/internet*
High school diploma required
College degree preferred
1+ years of call center experience preferred
Evidence of past performance and other contributions that improved collection metrics
Experience with all areas of collection and recovery cycle including welcome calls, insurance verification, collections, repossession decisions and coordination, skip tracing, etc.
Experience setting and managing collection queues and determining how to most efficiently coordinate the collection of various aging buckets
Experience and comfort with collection-related technology (DMS account management, DMS reporting, phone systems, spreadsheets, skip tracing tools, etc.).

Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer