Customer Service Representative

PFS - Professional Financial Services; Murfreesboro (TN); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision, and life

Paid time off and paid holidays

401(k) with company match

Employee assistance program

Extensive training and professional de

Advancement opportunities

Job summary

Professional Financial Services (PFS) is seeking a Collections Specialist to manage auto-loan accounts and help customers get back on track. You’ll use negotiation, problem-solving, and communication to resolve delinquencies while protecting company interests.

You’ll work with branch leadership and internal teams, handling high-volume calls, skip-tracing when needed, and occasional local visits. Evening/Saturday availability required.

Qualifications

• 2+ years of collections experience.
• Auto finance, consumer lending, or related collections experience preferred.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Excellent verbal and written communication.
• Experience managing a high-volume account queue.
• Strong attention to detail and the ability to manage multiple time-sensitive priorities.
• Comfort working with account-management and communication systems.
• Ability to handle sensitive financial information with discretion.
• Collaborative approach to working with branch leadership, internal teams, dealers, and other partners.
• High school diploma or equivalent.
• Valid driver's license, legally required automobile insurance, and reliable transportation for occasional local customer visits.
• Availability to work evenings and Saturdays as required by branch operations.

Responsibilities

• Own your portfolio: Manage auto-loan accounts from delinquency through repossession referral.
• Connect with customers: Make high-volume inbound and outbound calls to discuss options and resolutions.
• Negotiate solutions: Establish payment arrangements and monitor promises to pay.
• Maintain details: Keep accurate records and document interactions and arrangements.
• Find customers: Use skip-tracing and research methods to locate customers and update contact info.
• Use good judgment: Identify accounts for repossession considerations and advise Branch Manager.
• Work across the business: Partner with Branch Management, Remarketing, Insurance Claims, dealers, and internal teams.
• Field visits: Occasionally visit local customers to resolve accounts approaching repossession.
• Build relationships: Conduct welcome calls and set payment expectations with new auto-loan customers.
• Be part of the team: Provide backup admin support and help maintain branch operations.

Skills

Negotiation

Problem-solving

Conflict resolution

Communication

Account management

Attention to detail

Time management

Collaboration

Discretion with data

Education

High school diploma or equivalent

Job description

COLLECTIONS SPECIALIST

Solve problems. Build relationships. Keep things moving.

Professional Financial Services (PFS) | Auto Finance

THE OPPORTUNITY Collections isn't just about making a call and asking for a payment.

Description As a Collections Specialist with Professional Financial Services (PFS), you'll work directly with customers who have fallen behind on their auto loans. You'll use your collections experience, communication skills, and judgment to help customers get back on track—while protecting the company's interests and managing accounts responsibly. If you're persistent without being pushy, confident having difficult conversations, and genuinely enjoy solving problems, this could be a great fit.

What You Will Do

• Own your portfolio Manage assigned auto-loan accounts from the first day of delinquency through repossession referral and support.
• Connect with customers Make high-volume inbound and outbound calls to understand why an account is delinquent, discuss available options, and work toward an appropriate resolution.
• Negotiate solutions Establish payment arrangements within company guidelines, monitor promises to pay, and follow up when commitments aren't met.
• Know the details Maintain accurate account records, document customer interactions, update account information, and ensure communications and arrangements are properly recorded.
• Find the customer when needed Use approved skip-tracing and account-research methods to locate customers and update contact information.
• Use good judgment Identify accounts that meet established criteria for repossession consideration and make recommendations to the Branch Manager.
• Work across the business Partner with Branch Management, Remarketing, Insurance Claims, dealers, and other internal teams to keep accounts moving and information flowing.
• Step outside the branch when necessary Make occasional local customer visits when telephone contact has been unsuccessful and an account is approaching repossession referral. These visits generally occur only a few times per month and are intended to provide another opportunity to resolve the account. Authorized visits may include documenting whether the vehicle is present and its general visible condition.
• Build relationships from day one Conduct welcome calls with newly opened auto-loan customers to verify contact information, answer questions, review payment expectations and payment options, and establish a positive relationship.
• Be part of the team Provide backup administrative support when needed and help maintain smooth branch operations, while keeping collections as your primary responsibility.

What You Will Bring

• 2+ years of collections experience
• Auto finance, consumer lending, or related collections experience preferred
• Strong negotiation, problem-solving, and conflict-resolution skills
• Excellent verbal and written communication
• Experience managing a high-volume account queue
• Strong attention to detail and the ability to manage multiple time-sensitive priorities
• Comfort working with account-management and communication systems
• The ability to handle sensitive financial information with discretion
• A collaborative approach to working with branch leadership, internal teams, dealers, and other partners
• High school diploma or equivalent
• Valid driver's license, legally required automobile insurance, and reliable transportation for occasional local customer visits
• Availability to work evenings and Saturdays as required by branch operations

WHY PFS?

A Job Is One Thing. A Career Is Another.

Professional Financial Services is a stable company that believes in developing people from within. Many of our leaders started in frontline roles and built their careers here.

Grow your career

Training, development, and opportunities to advance.

Work with leadership

Hands-on managers who know the business and support their teams.

Make an impact locally

Build relationships with customers, dealers, and the communities we serve.

Be part of a team

A workplace built around respect, accountability, and customer care.

Benefits

• Medical, dental, vision, and life insurance
• Paid time off and paid holidays
• 401(k) with company match
• Employee assistance program
• Extensive training and professional development
• Opportunities for advancement throughout the company

This position is subject to a background check for convictions directly related to its duties and responsibilities. Only convictions directly relevant to the role will be considered and will not automatically disqualify a candidate.