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.