Collector / Collections Loan Counselor

---

Job description

POSITION SUMMARY

This position is responsible for collecting and resolving active customer accounts at higher levels of delinquency and default, up until repossession, charge off, or cure by payment.

This position reports to a Collections Supervisor or Assistant Collections Manager, depending on team and delinquency level assignment. This individual will primarily interact with delinquent customers, third party references or contacts, and repossession agencies assigned to recover vehicles on delinquent accounts. This individual also interacts internally with other CIG Financial departments in the course of arranging repossessions, delinquency management, and loss (charge off) administration.

The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position's areas of responsibility. The associate will perform all duties in accordance with CIG Financial policies and procedures and all state and federal regulations.

This position requires working a variable schedule, which will include early mornings, late evening and occasional weekends, as directed by management. The compensation for this position includes a potential monthly bonus based on cured delinquent accounts, repossessed accounts, and unrecovered charged off accounts.

ESSENTIAL DUTIES

• Make outbound contact attempts with delinquent customers by telephone, email, and texting to negotiate acceptable payment arrangements with delinquent customers.
• Meet and maintain standards for call availability, time on call, and abandon rates.
• Handle inbound contacts from customers involving a variety of issues, including delinquent payments and general inquires.
• As necessary, perform skip-tracing activity on delinquent accounts for potential leads on customer or vehicle location.
• Submit accounts for repossession review and approval, and subsequently manage accounts assigned for repossession.
• Maintain or exceed production standards as established by management for accounts worked, calls handled, and payment arrangement effectiveness.
• Escalates customer complaints and risk issues to management, as appropriate.
• Within established guidelines, negotiate settlement arrangements with debtors in order to minimize potential losses.
• As required, provide training to new associates or perform other special assignments as directed by management.

ESSENTIAL KNOWLEDGE, SKILL & LICENSES:

• Excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, accessible and impactful manner.
• Must demonstrate superior listening skills and the ability to negotiate payment arrangements within established guidelines.
• Strong skip-tracing techniques, including proficiency in the utilization of external data sources.
• Proficient in the use of computer systems, including loan servicing systems and web-based tools.
• Familiar with call-center telephone tools, including multi-line telephones, ACD operations, and automated predictive dialers.
• Thorough understanding of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act and Telephone Consumer Protection Act.
• Knowledge of consumer financial debt transactions, including an understanding of how installment loans function, and an ability to explain the loan transaction to customers.
• Ability to organize various tasks and prioritize workloads while managing to deadlines.
• Self-motivated, high-integrity, comfortable working independently or as part of a team.
• Must have reliable high-speed internet access, a dedicated workspace, and must comply with all information security policies.
• Bilingual in English and Spanish is strongly preferred but not required.

EDUCATION AND/OR EXPERIENCE:

• High school degree or GED is required.
• Three years previous experience in the consumer financial services industry is required, and automobile financing experience is preferred.
• Two years previous consumer debt collection experience with a skip-tracing component is required.

MACHINES, OFFICE EQUIPMENT & SOFTWARE

• Web navigation and/or web-based software applications.
• Personal computer: Microsoft Word, Excel, Power Point and Outlook.
• 10-key calculator and QWERTY keyboard skills.
• Copier, faxing & other general office equipment.