Overview

Job Family: Business Operations

Responsible for the day-to-day operations of the company’s business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Collections

Accountable for the day-to-day support of consumer loan and lease accounts in all stages and statuses in order to ensure that payments are received in a timely manner and to minimize losses. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Representative, Auto Loan & Lease Collections is responsible for daily collection calls on early stage consumer debts and updating collections system account entries. The incumbents assists in identifying the reason for customer inquiry and/or delinquency and assists the customer in resolving the problem permanently, to avoid any further delinquencies and minimize loss to the Company.

Essential Functions:

  • Daily collection calls on early stage consumer debts and updating collections system account entries.
  • Collects delinquent installment and revolving loans by contacting borrowers by telephone or correspondence to obtain payment, performing proper documentation.
  • Educates the customer about the terms of the contract.
  • Seeks to identify the reason for customer inquiry and/or delinquency and assists the customer in resolving the problem permanently.
  • Meets assigned standards and expectations as required.
  • Adheres to all company policies and procedures.
  • Collects in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA).
  • Maintains current knowledge of regulations, industry trends, and economic conditions that may affect the collections function.
  • Assists with special projects as requested.

Other Functions:

  • Other duties as assigned.

Requirements:

  • Education –
    •  Bachelor’s degree preferred; equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience –
    • 0-3 years Collections experience preferred.
  • Skills & Abilities –
    • Ability to maintain confidentiality at all times.
    • Ability to initiate collections process and communicate in an assertive, compassionate, respectful, and successful manner.
    • Strong verbal and written communication skills.
    • Must have a basic working knowledge of regulations and collection policies and procedures.
    • Proficient organizational and time management skills.
    • Ability to understand collection laws.
    • Computer proficiency, including Microsoft Word skills and Excel, Internet, familiarity with collections software and programs
    • Strong customer service skills.
    • Ability to maintain poise under pressure.

Competencies:

  • Collaboration – Conflict Management:
    • Foundational – Learning and Developing
      • Demonstrates concern for treating people fairly and equitably
      •  

  • Customer Focus – Customer Satisfaction:
    • Foundational – Learning and Developing
      • Demonstrates the organization’s customer service standards
      •  

  • Customer Focus – Customer Understanding:
    • Foundational – Learning and Developing
      • Actively seeks information to understand customer needs
      •  

  • Execution – Accountability:
    • Foundational – Learning and Developing
      • Maintains professional behavior at all times in representing the company
      • Does all routine work accurately and on-time; is aware of own impact on others
      •  

  • Problem Solving – Solution Definition:
    • Foundational – Learning and Developing
      • Collects data and relevant facts to communicate problems
      • Presents the general outline and direction of the solution
      •  

  • Risk Management – Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Foundational – Learning and Developing
      • Learns about and diligently follows established risk management policies, processes and procedures
      •  

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.