Auto Loan Collections Pro – Negotiation & Resolution

PFS - Professional Financial Services; Fort Wayne (IN); Sur place; USD 38 000 - 54 000; Plein temps

Résumé du poste

PFS - Professional Financial Services in Fort Wayne, IN is seeking a Collections Specialist to manage delinquent auto-loan accounts on-site. You will communicate with customers, negotiate payment options, and keep precise account records while coordinating with internal teams.

The role demands strong negotiation, communication, and problem-solving skills in a high-volume environment. The position is full-time and on-site, with occasional evenings or Saturdays as needed.

Qualifications

• Two or more years of collections experience.
• Auto-finance, consumer-lending, or closely related collections experience preferred.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Strong verbal and written communication skills.
• Ability to manage a high-volume account queue with accuracy and attention to detail.
• Ability to organize and prioritize multiple time-sensitive responsibilities.
• Ability to handle confidential financial information with professionalism and discretion.
• Comfort using account-management and communication systems.
• Ability to collaborate effectively with branch management and internal departments.
• Valid driver's license, legally required automobile insurance, and reliable transportation for occasional local customer visits.
• High school diploma or equivalent.

Responsabilités

• Manage assigned delinquent auto-loan accounts from early-stage delinquency through repossession referral and support.
• Handle a high volume of inbound and outbound customer communications using approved communication channels.
• Work with customers to understand the reason for delinquency and identify appropriate account-resolution options.
• Negotiate payment arrangements within established company guidelines and monitor payments and promises to pay.
• Maintain accurate and timely records of customer communications, contact attempts, arrangements, complaints, account changes, and repossession recommendations.
• Use approved skip-tracing and account-research methods to locate customers and update contact information.
• Answer routine customer questions and resolve concerns within established guidelines, escalating sensitive or higher-risk matters when appropriate.
• Identify accounts that meet established criteria for repossession consideration and make recommendations to branch management.
• Partner with internal departments by providing requested account information and documentation related to approved repossessions and insurance matters.
• Conduct occasional local customer visits when telephone contact has been unsuccessful and an account is approaching repossession referral.
• Complete welcome calls for newly opened auto-loan accounts to verify contact information, answer questions, and review payment expectations and available payment options.
• Provide backup support for administrative branch functions as needed while keeping collections as the primary responsibility.
• Provide courteous, professional service to customers, dealers, and internal partners.

Connaissances

Negotiation

Communication

Problem solving

Attention to detail

Time management

Discretion

Collaboration

Verbal communication

Formation

High school diploma or equivalent

Outils

CRM systems

Description du poste

PFS - Professional Financial Services in Fort Wayne, IN is seeking a Collections Specialist to manage delinquent auto-loan accounts on-site. You will communicate with customers, negotiate payment options, and keep precise account records while coordinating with internal teams.

The role demands strong negotiation, communication, and problem-solving skills in a high-volume environment. The position is full-time and on-site, with occasional evenings or Saturdays as needed.