Collections Specialist

Security Finance•Ft Wayne, IN

3d•Onsite

About The Position

The Collections Specialist manages assigned delinquent auto-loan accounts from early-stage delinquency through repossession referral and support. The role involves communicating directly with customers to understand their circumstances, explain available options, negotiate payment arrangements within company guidelines, monitor payments and promises to pay, and maintain accurate account records. The specialist also uses approved account-research and skip-tracing methods, addresses customer questions and concerns, and recommends accounts for repossession consideration when established criteria are met. The position supports internal departments with account information and documentation related to approved repossessions and insurance matters, and may include occasional local customer visits when telephone contact has been unsuccessful and an account is nearing repossession referral. The specialist also makes welcome calls to newly opened auto-loan accounts and may provide backup administrative support for branch functions, with collections remaining the primary responsibility. The role is primarily office-based and on-site in Fort Wayne, Indiana, with frequent telephone and computer use.

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 the reasons for delinquency and identify appropriate account-resolution options with customers.
Negotiate payment arrangements within established company guidelines and monitor payments and promises to pay.
Maintain accurate and 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 criteria for repossession consideration 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.