Collections Account Manager

Description

At Easton Motors, we believe in fostering meaningful connections, both internally and with our guests. We understand that each individual's journey is unique, and we approach every interaction with empathy and respect. As a leading "Buy Here Pay Here" dealership, we are committed to providing exceptional service and support to our guests during every step of their purchasing and ownership process. Our values revolve around integrity, compassion, and collaboration.

We are seeking a compassionate and dedicated Collections Account Manager to join our team. This role is crucial in helping our guests navigate financial challenges while ensuring that they feel heard and supported throughout the process. If you have a heart for service and a talent for problem-solving, we would love to meet you.

POSITION TECHNICAL 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 situation.
• Document all interactions meticulously and follow up as necessary to ensure ongoing communication and resolution.
• 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.
• Answer calls promptly and courteously.
• Handle guests coming in to make payments and discuss their account and escalate the guest appropriately.
• 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.
• Provide recommendations on how to recover outstanding payments.
• Negotiate payoff deadlines and payment plans.
• Handle questions and guest complaints.
• Investigate and resolve discrepancies in payments or accounts.
• Other duties as assigned.

Requirements

Education:

• High school diploma/GED required, additional qualifications or certifications related to collections or finance are a plus.

Required Knowledge and Skills:

• 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
• Proficient in administrative tasks

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.

Other Requirements:

• Applicants must be currently authorized to work in the United States on a full-time basis.