Collections Specialist (Automotive)

$47,840 - $47,840/Yr

Upgrade Sarl - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Administrative and Support Services

About the position

Upgrade is seeking Collections Specialists focused on automotive collections to provide superior customer service regarding account statuses, payments, and concerns. The role involves daily interactions with customers, assisting them with billing issues, and ensuring a positive customer experience while maintaining quality assurance standards.

Responsibilities

• Interact with customers who are greater than 30 days past due, providing assistance by answering questions and processing requests by phone.
• Answer incoming customer calls regarding billing issues, service questions, and general concerns.
• Assist customers with disputes and inquiries and reconcile payment history.
• Perform creative skip tracing techniques to locate customers.
• Provide thorough and accurate documentation to customer accounts through communication channels.
• Utilize judgment to analyze customers' ability to pay and establish repayment plans.
• Identify areas of opportunity for optimizing results and improving customer satisfaction.
• Contribute to improving training and development as a daily key contributor.
• Investigate problems and find resolutions to help overcome objections that customers may have about making payments.
• Maintain superior quality assurance results.

Requirements

• Excellent written and verbal communication skills combined with analytical and problem-solving skills.
• Prior experience in Auto Collections required.
• High School Diploma (or equivalent) required; Associate's or Bachelor's degree preferred.
• Demonstrated ability to multi-task and work in a fast-paced environment.
• Flexibility and ability to adapt to business needs.
• Capability of gaining customer loyalty through listening, relationship building, and professional communication skills.
• Previous experience in customer service, sales, or finance industry preferred.
• Working knowledge of FDCPA and FCRA experience.
• Proficient in Microsoft, Cloud-based products, and Google apps.

Nice-to-haves

• College experience, Associate's or Bachelor's degree preferred.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off (PTO)
• Parental leave
• Referral program
• Vision insurance