Compliance & Collections Support Specialist

Long-Lewis Career•Muscle Shoals, AL

About The Position

The Compliance & Collections Support Specialist owns day-to-day insurance administration and verification, credit reporting, dispute resolution, compliance support, and assistance with consistent application of CMM Finance’s policies and procedures. The position provides operational support and decision-making guidance to the collections team, reviews complex or unusual accounts, and helps ensure collection activities are handled consistently and in accordance with Alabama law and company policies. The Specialist serves as a resource for insurance matters, credit reporting accuracy under FCRA guidelines, regulatory and procedural requirements, and collection decision support. The role works closely with the Finance Manager, Head Collector, and other team members to protect the company’s interests, minimize risk, and improve portfolio performance. Responsibilities include administering insurance verification and follow-up; preparing and submitting credit reporting files to Equifax; investigating and responding to credit reporting disputes through E-Oscar; supporting compliance procedures and documentation; advising collectors on established policies and unusual account situations; maintaining tracking reports and records; identifying process improvements; and assisting with employee training. The position reports directly to the Finance Manager. It provides guidance and procedural support but does not independently establish company policy, approve exceptions outside delegated authority, or directly supervise the collections team unless specifically authorized. Final authority for policy exceptions, significant collection decisions, and escalated risk matters remains with the Finance Manager.

Requirements

Strong organizational, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to research account information, evaluate circumstances, and apply established policies consistently.
Strong attention to detail and commitment to accurate documentation.
Ability to manage multiple priorities, meet deadlines, and maintain organized records.
Ability to handle confidential customer and financial information appropriately.
Proficiency with Microsoft Office applications and ability to learn company-specific systems and reporting platforms.

Nice To Haves

Experience in auto finance, insurance administration, credit reporting, collection operations, or regulatory compliance is preferred.

Responsibilities

Manage ongoing insurance verification for the company’s loan portfolio, including daily reviews through carrier websites, verification systems, and direct communication with insurers or agents.
Identify and follow up on policy cancellations, lapses, rescissions, non-renewals, and other coverage concerns.
Prepare and send insurance lapse notices and follow up until acceptable coverage is verified or the account is escalated.
Review insurance documentation for accuracy, required coverage, and correct lienholder or loss payee information; coordinate with customers to resolve coverage issues.
Escalate significant or unresolved insurance risks to the Finance Manager, including accounts that may require consideration for Asset Recovery.
Prepare, review, and submit credit reporting files to Equifax through the company’s established reporting system.
Monitor credit reporting accuracy, investigate discrepancies and reporting exceptions, and process consumer disputes through E-Oscar, including Automated Consumer Dispute Verifications (ACDVs).
Monitor dispute deadlines, outstanding responses, notifications, and unresolved reporting issues; research account histories and supporting documentation to prepare accurate, complete, and supportable responses.
Maintain records of disputes, investigations, responses, and corrections; escalate complex disputes, potential reporting errors, and compliance concerns to the Finance Manager.
Stay up to date with FCRA and Reg V policies.
Assist with implementing and maintaining company policies, procedures, and internal controls related to insurance, credit reporting, collections support, and account administration.
Help ensure procedures are followed consistently; identify recurring errors, procedural gaps, and operational risks, and recommend corrective action.
Maintain documentation needed to support compliance reviews, audits, and regulatory inquiries; protect confidential customer information in accordance with company policies and applicable requirements.
Serve as a resource to the Head Collector and collectors on established collection policies, procedures, and account-handling exceptions.
Assist in evaluating difficult or unusual accounts, including repeated broken promises, recurring delinquency, hardship requests, payment arrangements, and accounts requiring escalation.
Assess account history, customer payment behavior, documented circumstances, and available information to help determine appropriate next steps under established policy.
Guide collectors on consistent application of collection timelines, follow-up requirements, and escalation procedures; help identify when payment arrangements or extensions may no longer be practical under policy.
Maintain tracking reports and records related to assigned responsibilities.
Identify workflow improvements that reduce unresolved issues and strengthen departmental controls.
Assist with training employees on applicable insurance, credit reporting, compliance, and collection procedures as they evolve.