Collections Loan Counselor II

AutoNation

1d

About The Position

AutoNation Finance is seeking a professional, results-driven Loan Counselor II to join its Collections team. The position resolves and collects delinquent customer accounts through direct interaction with customers, third-party references, and repossession vendors. The Loan Counselor negotiates payment arrangements, works to prevent losses, and supports the overall servicing strategy. The role calls for self-motivation, sound judgment, and strong communication skills, and offers potential monthly bonuses based on delinquency, roll rates, and net losses. A flexible work 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 resolution and recovery efforts.

AutoNation describes itself as one of the largest automotive retailers in the United States, offering vehicles, financing, parts, maintenance, and repair services through a nationwide dealership network. The company states that it welcomes candidates from all backgrounds and is committed to diversity, equity, and inclusion.

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 in using loan servicing systems, skip-tracing data sources, and customer service tools.
• Ability to work independently, manage deadlines, and handle escalated accounts effectively.
• Ability to work a flexible schedule that includes late evenings and weekends.

Nice To Haves

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

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 for collection efforts 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 in a timely manner.
• Update customer demographic, contact, and employment information.
• Perform skip-tracing activities to locate customers or vehicles on delinquent accounts.
• Collaborate with repossession vendors and internal teams to assist with 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.
• Maintain 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.
• Discount offers through YouDecide from providers and retailers.

What This Job Offers

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