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Collections Account Specialist

2 months ago

Stevens Point, Wisconsin, United States Easton Motors Full time
About the Role

We are seeking a compassionate and dedicated Collections Account Representative to join our team at Easton Motors. This role is crucial in helping our guests navigate financial challenges while ensuring that they feel heard and supported throughout the process.

Key Responsibilities
  • Engage with guests in a respectful and empathetic manner to address outstanding balances and resolve account issues.
  • Provide clear and accurate information regarding account details, payment options, and consequences of non-payment.
  • Work collaboratively with clients to develop feasible payment plans that align with their financial capabilities.
  • Maintain a high level of professionalism and confidentiality at all times.
  • Identify and escalate any complex or sensitive issues to the appropriate department for further support.
Position Technical Responsibilities
  • Answer calls promptly and courteously.
  • Handle guests coming in to make payments and discuss their account and escalate the guest appropriately.
  • Process daily mail return and update the applicable system(s).
  • Assists with guest disputes accurately and in a timely manner.
  • Posts payments mailed or reported from the guest.
  • Conducts correspondence daily that might include following insurance information, guest disputes, special requests from guests, etc.
  • Generate and distribute reports to team members and guests as needed.
  • Care for miscellaneous issues that arrive and pertain to the legal department.
  • Maintain a clean and safe work environment.
  • Provide training and development for Assistant Account Collections Specialists.
  • Manage multiple delinquent accounts for debt collection efforts.
  • Negotiate payoff deadlines and payment plans.
  • Handle questions and guest complaints.
  • Investigate and resolve discrepancies in payments or accounts.
Requirements
  • High school diploma/GED required, additional qualifications or certifications related to collections or finance are a plus.
  • Excellent verbal and written communication.
  • Proficient with Microsoft Office Suite and related software.
  • Proficient in high volume call answering and administration.
  • Organized with great attention to detail.
  • Basic understanding of court and administrative proceedings and documentation preferred.
Experience
  • 1-2 years of experience in working with sub-prime customers and the collection of outstanding debt preferred.
  • 2 years of customer service experience required.