Senior Assistant, Collections

Toyota North America•San Juan, PR

5d•Onsite

About The Position

The purpose of this role is to serve as the liaison between TCPR and customers. They oversee accounts to identify overdue payments, report collections activity, address client queries, and develop repayment plans. They are responsible for handling non-routine situations received through the system of records, inbound and outbound calls for collections accounts, complete necessary account maintenance, work accounts efficiently to maintain consistent follow-up, ensuring compliance and to handle all general questions regarding escalated issues. Senior Assistants in Collections will also evaluate and mitigate loss exposure, provide customer-oriented service and problem resolution in accordance with established guidelines and call models.

Requirements

High School Education or Equivalent
2-5 years of relevant / progressive work experience (in similar field and/or industry)
Intermediate knowledge of MS Office, including Outlook and Excel.
Able to manage data and information, create visual representation of data, pivot tables, filter information, SUMIF, COUNTIF, VLOOKUP, etc.
Time management
Strong verbal and written Spanish and English skills
Work collaboratively with other team members
Customer oriented, warmth and empathy
Problem-solving
Knowledgeable on state and federal compliance policies, procedures, and regulations

Nice To Haves

Four-Year College Degree (BA or BS)

Responsibilities

Conduct the corresponding traces ensuring all possible leads have been reviewed prior to charging off the account.
Prepare skip tracing worksheets on all accounts that will be charged off prior to the 120 days.
Request supervisor approval prior to processing missing lien on units.
Submit through AutoReg any missing lien, ensuring the process is completed.
Document results in the system.
Request and document in collection and lien log all the requested releases for accounts with payments, repossessed and bankruptcy accounts.
Prepare and send letters with requests to cancel products for all Skips and follow up until checks are received.
Ensure supervisor and manager approval are in place if an account will be charged off with more than 120 days.
Ensure every step is being taken to meet all delinquency, charge-off and repo goals.
Document accounts to ensure every step follows company policies.
Prepare 4019 forms with all required information prior to the charge off being completed.
Ensure the cure letter bot is processing every Tuesday and Thursday.
Print cure letters and prepare them to be sent.
Disclose accounts in the “Accounts to be Referred” log for the filing process.
Scan the Cease-and-Desist 1802, Skip List 1009, Hold Tittle List 1085, High Risk 1055, Stopper 1999, Mobile 1905, Limited Communications 1819 collection list daily to ensure compliance and to work the referral process on a timely manner.
Ensure bankruptcy accounts are handled according to federal laws, regulations, and policies.
Obtain approval on referrals prior to agency assignment.
Weekly refer accounts from list 1825 to the repossession system for collection and or repo.
Document the referral completion for each account with code ASSG/Pin accounts to referrals list 1071.
Follow up on agency performance.
Update and document results in the Repossession System, Loan Servicing System, Host System, and Agency Referral log.
Daily update the Repo, Agency, Skips and Lien log, reporting accurate Repo, charge off and current account details.
Weekly ensure cases referred to agencies have the proper follow-up and documentation in the repossession system and collections.
Follow skip tracing steps while working accounts assigned to agencies.
Follow up with the agency for fast resolution of any incorrect repo documents and ensure they urgently arrive corrected.
Negotiate payment arrangements to bring accounts out of collections status.
Manage and resolve delinquency on accounts greater than 60 days past due.
Make outbound calls to customers that are delinquent on accounts.
Determine the appropriate course of action for delinquent accounts.
Demonstrate strong knowledge of and compliance to FDCPA.
Dispose and note down accounts to reflect collection activities.
Review customer history and, where appropriate and in accordance with established policies and procedures, waive late charges, grant and process retail extensions, and provide reasonable goodwill adjustments and/or refunds within established guidelines.
Fulfill commitments made to customers and follow-up to ensure beneficial outcomes.
Research customer requests using internal manuals, policies and guidelines, systems and best practices by using Kaizen methodology.
Identify and report compliance risks, gaps in current policies, procedures, regulations and/or any other more complex non- routine issue.
Maintain sense of urgency when dealing with escalated issues while providing high level of customer satisfaction.
Analyze account characteristics and work with customers and/or vendors to resolve issues.
Participate in process and procedural discussions across multiple functional areas to maintain understanding of current processes.
Perform other miscellaneous activities/duties as assigned.
Perform special projects to improve efficiency and performance.
Facilitate a work environment that encourages knowledge, respect, and development of skills.
Participate in the development of Kaizen projects that benefit the Collections department.
Satisfactorily complete all mandatory training required.