Senior Collector - Charge Off (Remote/Monthly Bonus)

Job Summary:

Manage a portfolio of accounts that are 81+ days delinquent, utilizing advanced collection strategies to resolve overdue payments. Use advanced knowledge of debt recovery, customer negotiation, and conflict resolution to handle complex accounts, including high-value or high-risk cases.

Job Duties:

• Manage and analyze a portfolio of high-risk delinquent accounts by developing the most suitable collection strategies, proactively identifying high-risk accounts to avoid further delinquency. Negotiate payment arrangements with customers, such as settlements, payment plans, and other resolutions.

• Maintain accurate records of all customer interactions, payment arrangements, disputes, and resolutions, and ensure timely reporting of account statuses, collection efforts, and risks to management.

• Resolve complex disputes, payment issues, or escalations from junior collectors, and provide feedback, training, and support to improve team performance and maintain customer satisfaction.

• Meet or exceed department goals related to recovery rates, resolution times, and account management targets by continuously reviewing and refining collection approaches based on industry trends and regulatory changes.

• Collaborate with internal teams to address customer issues, resolve escalated cases, and support broader department objectives; escalate unresolved or particularly challenging cases for further action as needed.

• Ensure compliance with all legal and company guidelines, including adherence to the Fair Debt Collection Practices Act (FDCPA) and relevant regulations.

Education and Work Experience:

• Education: High school diploma or equivalent, degree preferred

• Work Experience: 2+ years in auto finance operations (2+ specialty groups required for specialty teams)

• Extensive experience in collections or debt recovery, with a demonstrated ability to manage complex or high-risk accounts.

• Advanced negotiation skills and the ability to reach favorable outcomes while maintaining positive customer relationships.

• Deep understanding of collections practices, legal regulations, and industry standards related to debt recovery.

• Strong communication skills, both verbal and written, with the ability to handle difficult customer interactions with professionalism and tact.

• Leadership and mentoring abilities, with experience guiding and training junior team members.

• Excellent organizational skills, with the ability to manage a large and diverse portfolio of accounts.

• Proficiency with collection software, CRM systems, and office productivity tools.

• Strong problem-solving skills, with the ability to analyze situations and develop effective strategies for collection.

• Ability to work independently and as part of a team, achieving individual and department-wide goals.

• High attention to detail and the ability to accurately document and track account status and customer interactions.

• Ability to maintain composure in high-pressure situations and navigate customer disputes or challenges effectively.

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