Auto Loans Collections Specialist: Negotiate & Cure Delinquency

Shoptalk; Phoenix (AZ); On-site; USD 2,500,000 - 3,561,000; Full time

Benefits offered by this job

PTO

401K matching

Medical insurance

Dental insurance

Vision insurance

Parking or transit support

New Hire Training Program

Wellness Incentive Program

Snacks and beverages

Job summary

Upgrade helps customers move in the right direction with affordable and responsible financial products. We are seeking an Auto Collections Specialist in Phoenix to manage delinquent auto loan accounts and negotiate payment arrangements to cure delinquencies.

You will work in a fast-paced, results-driven environment, maintaining strict FDCPA compliance and documenting all activity. Starting pay is $22.00 per hour with benefits and growth opportunities.

Qualifications

• 1+ years of collections experience (auto finance preferred).
• Experience handling delinquent accounts in the 60+ DPD range.
• Strong negotiation and customer communication skills.
• Ability to handle difficult conversations professionally and confidently.
• Working knowledge of FDCPA and consumer protections regulations.
• Strong time management and organizational skills.
• Thrives in a fast-paced, metrics-driven environment.
• Proficiency with CRM and collection systems.

Responsibilities

• Manage a daily queue of auto loan accounts that are 60–89 days past due.
• Contact customers via outbound and inbound calls to resolve delinquency.
• Negotiate payment arrangements, settlements, and reinstatement options.
• Identify root causes of delinquency and recommend loss-mitigation solutions.
• Educate customers on account status, contract terms, and resolution options.
• Drive timely payments and cures to reduce delinquency and prevent repossession.
• Accurately document all account activity, call notes, and commitments.
• Maintain full compliance with FDCPA, CFPB, state regulations, and company policies.
• Meet or exceed daily, weekly, and monthly performance goals (RPC, PTP, dollars collected, cure rate).
• Escalate high-risk or complex accounts (hardship, fraud indicators, disputes, complaints).
• Partner with servicing, titles, insurance, and repossession teams as needed.

Skills

Negotiation

Customer communication

Time management

Organizational skills

CRM systems

FDCPA knowledge

Fast-paced environment

CRM software

Tools

CRM software

Job description

Upgrade helps customers move in the right direction with affordable and responsible financial products. We are seeking an Auto Collections Specialist in Phoenix to manage delinquent auto loan accounts and negotiate payment arrangements to cure delinquencies.

You will work in a fast-paced, results-driven environment, maintaining strict FDCPA compliance and documenting all activity. Starting pay is $22.00 per hour with benefits and growth opportunities.