Loan Counselor II

AutoNation • Irvine, CA

4d • Onsite

About The Position

We are seeking a professional, results-driven Loan Counselor I to join our Collections team at AutoNation Finance. This position is responsible for resolving and collecting on delinquent customer accounts. The Loan Counselor I interacts directly with customers, third-party references, and repossession vendors to negotiate payment arrangements, prevent losses, and support the overall servicing strategy.
The ideal candidate will be self-motivated, demonstrate sound judgment, and have strong communication skills. This position includes potential monthly bonuses based on delinquency, roll rates, and net losses. A flexible work schedule, including late evenings and weekends, is required.
Organizational Relationships:
The Loan Counselor I reports directly to the Collections Supervisor and works in collaboration with the Recovery, Credit, Funding, and Loss Mitigation teams. This position also interfaces externally with customers, third-party contacts, and repossession agencies to support resolution and recovery efforts.

Requirements

• High school diploma or GED required.
• Minimum of 3 years of consumer debt collection and skip tracing experience required.
• Strong negotiation, verbal, and written communication skills.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Knowledge of debt collection laws and best practices.
• Skilled in the use of loan servicing systems, data sources for skip tracing, 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 preferred.
• Bilingual (Spanish/English) preferred but not required.

Responsibilities

• Make outbound contact attempts by phone, email, chat, or text to negotiate and secure payment arrangements with delinquent customers.
• Handle inbound calls from customers regarding payment status, account inquiries, and general servicing questions.
• Review delinquent accounts for collection efforts and identify opportunities to cure or resolve delinquency.
• Maintain accurate documentation in the collections system regarding customer interactions, payment arrangements, and status updates.
• Ensure timely follow-up and tracking of agreed-upon payment terms.
• 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 in recovery efforts.
• Escalate high-risk or unresponsive accounts to management as appropriate.
• Adhere to all internal policies and procedures, including documentation and communication standards.
• Ensure compliance with FDCPA, UDAAP, and other applicable federal and state collection laws.
• Maintain production metrics as defined by management, including conversion rates, kept rates, delinquency targets, and net loss goals.

Benefits

• Competitive compensation
• 401k matching
• Insurance plans (health, dental, vision)
• Maternity benefits
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access amazing deals and discounts through YouDecide
• Opportunity to join DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

What This Job Offers

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