Collections Specialist

PFS - Professional Financial Services; Fort Wayne (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

Security Finance in Fort Wayne, IN, seeks an experienced Collections Specialist to manage auto-loan accounts in delinquency and coordinate with customers to arrange payments. The role emphasizes professional communication, thorough record-keeping, and collaboration with internal departments, with occasional local visits.

You will handle a high-volume queue, negotiate payment plans within company guidelines, and support repossession processes while delivering courteous service to customers and

Qualifications

• Two or more years of collections experience.
• Auto-finance or consumer-lending 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 detail.
• Ability to organize and prioritize multiple time-sensitive responsibilities.
• Ability to handle confidential financial information with professionalism.
• Comfort using account-management and communication systems.
• Ability to collaborate with branch management and internal departments.
• Valid driver’s license and reliable transportation for occasional local visits.

Responsibilities

• Manage delinquent auto-loan accounts from early delinquency through repossession referral.
• Handle high-volume inbound and outbound communications with customers.
• Identify and offer account-resolution options and negotiate payment arrangements.
• Maintain accurate records of communications, arrangements, and changes.
• Perform skip-tracing and update contact information as needed.
• Provide courteous, professional service to customers, dealers, and internal partners.
• Support branch administration as needed while keeping collections as primary focus.

Skills

Collections

Negotiation

Problem-solving

Conflict resolution

Communication

Time management

Discretion

Team collaboration

Driver's license

Attention to detail

Education

High school diploma or equivalent

Job description

Description

Location: Fort Wayne, IN 46804

Work Environment: On-site

Schedule: Monday through Friday, 8:30 AM to 5:30 PM, with some evenings until 7:00 PM and occasional Saturday work.

Do you have collections experience and enjoy finding solutions through strong communication and negotiation?

Are you comfortable managing a high-volume account portfolio while providing professional, respectful customer service?

If so, this could be the opportunity to put your collections experience to work with an established company while continuing to build your career in consumer finance.

As a Collections Specialist, you will manage assigned delinquent auto-loan accounts from early-stage delinquency through repossession referral and support. You will work directly with customers to understand their situation, explain available options, negotiate payment arrangements within established company guidelines, and maintain accurate account records throughout the collection process.

What You’ll Do

• Manage assigned auto-loan accounts beginning at one day past due 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 reposmission 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.

What You’ll Bring

• 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.

SCHEDULE AND WORK ENVIRONMENT

This is a full-time, primarily on-site position. The typical schedule is Monday through Friday from 8:30 AM to 5:30 PM, with some evenings until 7:00 PM and occasional Saturday work based on branch needs.

The role is primarily office-based and includes frequent telephone and computer use. Occasional local customer visits may be required, generally only a few times per month.

WHY JOIN US?

You’ll join an established organization where your communication, negotiation, and problem-solving skills can make an impact every day. This role gives experienced collections professionals the opportunity to manage their own account portfolio, work directly with customers, collaborate with multiple departments, and continue building their experience in consumer finance.

At Security Finance, we've been serving communities since 1955. We believe in providing personal service, supporting the communities where we operate, and treating our customers with the respect they deserve.