Collections Specialist

Security Finance•Fort Wayne, IN

6d•$22 - $24•Onsite

About The Position

The Collections Specialist manages assigned delinquent auto-loan accounts from one day past due through repossession referral and support. The role involves communicating directly with customers to understand the reasons for delinquency, explain available options, negotiate payment arrangements within company guidelines, monitor payments and promises to pay, and maintain accurate account records. The specialist uses approved communication and account-research methods, responds to customer questions and concerns, and refers sensitive or higher-risk matters as appropriate. The position also identifies accounts meeting repossession-consideration criteria and makes recommendations to branch management, supplies information and documentation for approved repossessions and insurance matters, and conducts occasional local customer visits when telephone contact has been unsuccessful. Other duties include welcome calls for newly opened auto-loan accounts, courteous service to customers, dealers, and internal partners, and backup administrative branch support as needed. Collections remains the primary responsibility. This is a full-time, primarily on-site, office-based role in Fort Wayne, Indiana. The typical schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., with some evenings until 7:00 p.m. and occasional Saturday work based on branch needs. The role includes frequent telephone and computer use and occasional local customer visits, generally a few times per month.

Requirements

Two or more years of collections experience.
Strong negotiation, problem-solving, and conflict-resolution skills.
Strong verbal and written communication skills.
Ability to manage a high-volume account queue with accuracy and attention to detail.
Ability to organize and prioritize multiple time-sensitive responsibilities.
Ability to handle confidential financial information with professionalism and discretion.
Comfort using account-management and communication systems.
Ability to collaborate effectively with branch management and internal departments.
Valid driver’s license, legally required automobile insurance, and reliable transportation for occasional local customer visits.
High school diploma or equivalent.

Nice To Haves

Auto-finance, consumer-lending, or closely related collections experience.

Responsibilities

Manage assigned auto-loan accounts beginning at one day past due through repossession referral and support.
Handle a high volume of inbound and outbound customer communications using approved communication channels.
Understand customers’ reasons for delinquency and identify appropriate account-resolution options.
Negotiate payment arrangements within company guidelines and monitor payments and promises to pay.
Maintain accurate, timely records of customer communications, contact attempts, arrangements, complaints, account changes, and repossession recommendations.
Use approved skip-tracing and account-research methods to locate customers and update contact information.
Answer routine customer questions and resolve concerns within established guidelines, escalating sensitive or higher-risk matters when appropriate.
Identify accounts meeting established repossession-consideration criteria and make recommendations to branch management.
Provide internal departments with requested account information and documentation related to approved repossessions and insurance matters.
Conduct occasional local customer visits when telephone contact has been unsuccessful and an account is approaching repossession referral.
Complete welcome calls for newly opened auto-loan accounts to verify contact information, answer questions, and review payment expectations and available payment options.
Provide backup support for administrative branch functions as needed while keeping collections as the primary responsibility.
Provide courteous, professional service to customers, dealers, and internal partners.