Collections Loan Counselor II

AutoNation; Irving (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

AutoNation Finance is seeking a Loan Counselor II to join our collections team in resolving delinquent accounts and negotiating payment plans. You will work with customers, references, and repossession vendors to minimize losses and support servicing strategy.

The ideal candidate has strong communication skills, negotiates effectively, and can comply with FDCPA and related laws. A flexible schedule with potential monthly bonuses is provided to reward performance and outcomes.

Qualifications

• Minimum 3 years of consumer debt collection and skip tracing experience.
• Experience in auto finance or consumer financial services preferred.
• Strong negotiation, verbal, and written communication skills.
• Bilingual Spanish/English preferred but not required.
• Ability to work independently and manage deadlines.

Responsibilities

• Make outbound contact attempts by phone, email, chat, or text to negotiate and secure payment arrangements.
• Handle inbound calls regarding payment status, account inquiries, and servicing questions.
• Review delinquent accounts and identify opportunities to cure or resolve delinquency.
• Maintain accurate documentation in the collections system and follow up on terms.
• Collaborate with repossession vendors and internal teams to support recovery efforts.
• Escalate high-risk or unresponsive accounts to management.
• Adhere to FDCPA, UDAAP, and applicable collection laws; maintain production metrics.

Skills

Negotiation

Verbal communication

Written communication

Microsoft Office

Skip tracing

Education

High school diploma or GED

Tools

Loan servicing systems

Skip tracing data sources

CRM software

Job description

We are seeking a professional, results-driven Loan Counselor II to join our Collections team at AutoNation Finance. This position is responsible for resolving and collecting on delinquent customer accounts. The Loan Counselor II interacts directly with customers, third-party references, and repossession vendors to negotiate payment arrangements, prevent losses, and support the overall servicing strategy.The ideal candidate will be self-motivated, demonstrate sound judgment, and have strong communication skills. This position includes potential monthly bonuses based on delinquency, roll rates, and net losses. A flexible work schedule, including late evenings and weekends, is required.Organizational Relationships:The Loan Counselor II reports directly to the Collections Supervisor and works in collaboration with the Recovery, Credit, Funding, and Loss Mitigation teams. This position also interfaces externally with customers, third-party contacts, and repossession agencies to support resolution and recovery efforts.Job Responsibilities:• Collections & Customer Contact:Make outbound contact attempts by phone, email, chat, or text to negotiate and secure payment arrangements with delinquent customers.Handle inbound calls from customers regarding payment status, account inquiries, and general servicing questions.Review delinquent accounts for collection efforts and identify opportunities to cure or resolve delinquency.• Account Management & Documentation:Maintain accurate documentation in the collections system regarding customer interactions, payment arrangements, and status updates.Ensure timely follow-up and tracking of agreed-upon payment terms.Update customer demographic, contact, and employment information.• Skip Tracing & Recovery Support:Perform skip-tracing activities to locate customers or vehicles on delinquent accounts.Collaborate with repossession vendors and internal teams to assist in recovery efforts.Escalate high-risk or unresponsive accounts to management as appropriate.• Compliance & Quality Assurance:Adhere to all internal policies and procedures, including documentation and communication standards.Ensure compliance with FDCPA, UDAAP, and other applicable federal and state collection laws.Maintain production metrics as defined by management, including conversion rates, kept rates, delinquency targets, and net loss goals.Qualifications:• High school diploma or GED required.• Minimum of 3 years of consumer debt collection and skip tracing experience required.• Prior experience in auto finance or consumer financial services preferred.• Strong negotiation, verbal, and written communication skills.• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).• Knowledge of debt collection laws and best practices.• Skilled in the use of loan servicing systems, data sources for skip tracing, and customer service tools.• Bilingual (Spanish/English) preferred but not required.• Ability to work independently, manage deadlines, and handle escalated accounts effectively.Next Possible Position:• Senior Loan Counselor• Recovery SpecialistPhysical Requirements:• Continuous use of computer, monitor, and keyboard.• No significant physical demands beyond standard office use.The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job related tasks other than those specifically presented.Exciting Benefits and Perks Await You:Competitive compensation and 401k matchingEnjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGearAccess amazing deals and discounts through YouDecide, a website with offers from top providers and retailersJoin our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwideAutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.