Charge Off Specialist

DriveTime•Mesa, AZ

1d•Onsite

About The Position

The Charge Off Specialist will contribute to a high performance and result-oriented team. A specialist will work with customers to secure new payment plans and put the customer back on the path to ownership. Specialists will also work accounts that are settlement eligible. In this role, you will handle a large volume of inbound calls to support account servicing for all charge-off accounts, including educating customers on the status of their accounts, acting as an intermediary for special servicing as applicable, assisting customers with existing payment plans, negotiating new payment plans, and influencing customers on negotiated settlement options when appropriate. You will also perform a high volume of outbound calls to establish contact with customers to collect payments towards their plan, negotiate setting up new payment plans, and work towards negotiated settlements when applicable. Additionally, you will perform administrative functions including inquiries to various departments via email and/or internal ticketing system, submit requests to various departments within the company as needed based on account status, monitor worklist delay and request repossession assignments on customers that default on their payment plan, and perform other related duties as assigned.

Requirements

High School Diploma, GED, or equivalent certification
Experience with Microsoft Office such as Excel, Outlook and Word
2+ years of experience in loss mitigation, collections and/or financial services
Clear, concise and professional written and oral communications and interpersonal skills
Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment
Prioritize and multi-task to ensure the achievement of assigned performance objectives.
Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers
Knowledge of collection policies/procedures including skip tracing and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law
Strong negotiation and conflict management skills
Self-motivated with strong decision-making capabilities; ability to self-start
Ability to work in an accurate, detail-oriented, and highly productive manner

Nice To Haves

Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience

Responsibilities

Handle large volume of inbound calls to support account servicing for all charge off accounts including educating customers on status of accounts, act as intermediary for special servicing as applicable, assist customers on existing payment plans, negotiate new payment plans and influence customers on negotiated settlement options when appropriate
Perform high volume of outbound calls to establish contact with customers to collect payments towards their plan, negotiate setting up new payment plans and work towards negotiated settlements when applicable
Performing administrative functions including inquiries to various departments via email and/andor internal ticketing system
Submitting requests to various departments within the company as needed based on account status
Monitor worklist delay and request repossession assignments on customers that default on their payment plan
Perform other related duties as assigned