Collections Loan Counselor II

AutoNation • Irving, TX

1d

About The Position

AutoNation Finance is seeking a professional, results-driven Loan Counselor II for its Collections team. The role resolves and collects delinquent customer accounts through direct interaction with customers, third-party references, and repossession vendors. The counselor negotiates payment arrangements, works to prevent losses, and supports the overall servicing strategy. The position offers potential monthly bonuses based on delinquency, roll rates, and net losses. A flexible schedule that includes late evenings and weekends is required.

The Loan Counselor II reports directly to the Collections Supervisor and collaborates with the Recovery, Credit, Funding, and Loss Mitigation teams. The role also interfaces with customers, third-party contacts, and repossession agencies to support account resolution and recovery.

Requirements

• High school diploma or GED.
• At least 3 years of consumer debt collection and skip tracing experience.
• Strong negotiation, verbal, and written communication skills.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
• Knowledge of debt collection laws and best practices.
• Skill using loan servicing systems, skip-tracing data sources, and customer service tools.
• Ability to work independently, manage deadlines, and handle escalated accounts effectively.

Nice To Haves

• Prior experience in auto finance or consumer financial services.
• Bilingual Spanish/English.

Responsibilities

• Make outbound contact attempts by phone, email, chat, or text to negotiate and secure payment arrangements with delinquent customers.
• Handle inbound calls about payment status, account inquiries, and general servicing questions.
• Review delinquent accounts and identify opportunities to cure or resolve delinquency.
• Document customer interactions, payment arrangements, and account status updates accurately in the collections system.
• Follow up on and track agreed-upon payment terms.
• Update customer demographic, contact, and employment information.
• Perform skip tracing to locate customers or vehicles associated with delinquent accounts.
• Collaborate with repossession vendors and internal teams to support recovery efforts.
• Escalate high-risk or unresponsive accounts to management as appropriate.
• Follow internal policies and procedures, including documentation and communication standards.
• Comply with FDCPA, UDAAP, and other applicable federal and state collection laws.
• Meet management-defined production metrics, including conversion rates, kept rates, delinquency targets, and net loss goals.

Benefits

• Competitive compensation.
• 401(k) matching.
• Health, dental, and vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Access to deals and discounts through YouDecide.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED