Call Collection Specialist

RNR Tire Express; Fairview Heights (IL); On-site; USD 42,000 - 54,000; Full time

Job summary

RNR Tire Express is seeking a Call Collection Specialist to manage past-due accounts in our rent-to-own tire and wheel business. This office-based role involves contacting customers to arrange payments, negotiating solutions, and coordinating merchandise returns while upholding company policies and delivering strong customer service.

The ideal candidate has 1–2 years in collections or related fields, with a high school diploma (associate or bachelor’s preferred).

Qualifications

• 1–2 years experience in collections or customer service.
• High school diploma or equivalent; degree preferred.
• Office-based role; no field visits.
• Knowledge of FDCPA is a plus.
• Able to work occasional after-hours calls.

Responsibilities

• Proactively contact past-due customers by phone to arrange payments.
• Negotiate payment plans in line with company policies.
• Maintain accurate CRM records and monitor account activity.
• Ensure compliance with debt collection laws and guidelines.
• Escalate complex issues to supervisor as needed.

Skills

Communication

Negotiation

CRM

MS Office

Time management

Organizational skills

Education

High school diploma

Associate degree preferred

Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Job description

Job Summary

We are seeking a motivated and organized Call Collection Specialist to manage past-due accounts within our rent-to-own tire and wheel business. The specialist will actively contact customers to arrange payments, negotiate solutions, and coordinate merchandise returns while ensuring adherence to company policies and maintaining high levels of customer satisfaction. This is an office-based role with no field visits required.

Key Responsibilities

Customer Contact & Collections

• Proactively contact past-due customers via phone to arrange payments, resolve delinquencies, or coordinate merchandise returns.
• Negotiate payment plans and work toward mutually beneficial resolutions while following company policies and compliance guidelines.
• Handle customer inquiries and provide clear, professional, and empathetic communication.
• Escalate complex or sensitive customer issues to the Account Management Supervisor as needed.

Account Management & Reporting

• Maintain accurate records of customer interactions, payment arrangements, and account activity in the company CRM system.
• Monitor account status and provide feedback to supervisors regarding trends, challenges, and opportunities for improvement.
• Follow up consistently to ensure past-due accounts are managed effectively and collection goals are met.

Operational Compliance

• Adhere to all company policies, procedures, and regulatory requirements, including federal and state debt collection laws ("e.g., FDCPA").
• Support team initiatives to improve efficiency, collections processes, and customer outcomes.

Performance Goals

• Achieve or exceed individual collection targets.
• Maintain high standards of customer service and professionalism in every interaction.
• Contribute to a productive and collaborative team environment.

Qualifications

Experience

• 1-2 years of experience in collections, account management, or customer service, preferably in a rent-to-own, retail, or financial services environment.

Skills

• Strong communication and negotiation skills.
• Ability to handle challenging customer interactions with professionalism and empathy.
• Basic proficiency with CRM software, Microsoft Office, and data tracking for performance metrics.
• Strong organizational and time-management abilities.

Education

• High school diploma or equivalent required; associate's or bachelor's degree in business, finance, or related field preferred.

Other Requirements

• Knowledge of debt collection regulations ("e.g., FDCPA") is a plus.
• Ability to work in an office setting with occasional after-hours calls if necessary.

Must comply with drug-free workplace program and pass pre-employment drug screen and background checks.