Loan Servicing Representative (Starting $18.60/hr + Monthly Bonus) (Remote)

Exeter Finance Collections Representative

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Summary:

Minimize losses by assisting with recovery efforts on accounts that are 5 to 80 days delinquent. Help customers with general inquiries such as daily interest accrual, payment schedules, and due date change requests. Utilize auto-dialing and manual calling strategies to connect with customers and arrange payment solutions.

Job Duties:

• Contact customers via phone to collect overdue payments, discuss payment arrangements, and answer inquiries regarding account status, payment options, or collection actions.
• Ensure appropriate documentation of all customer interactions and account activities using collection software and systems.
• Review delinquent accounts to determine appropriate collection strategies, identify at-risk accounts, and escalate complex cases or disputes to senior staff or management as necessary.
• Monitor payment trends, proactively engage with customers showing signs of financial difficulty.
• Work to reduce delinquency while achieving individual and departmental performance goals such as collection targets and resolution rates.
• Collaborate with internal teams, including legal and customer service, to resolve issues and support best practices across the department.
• Ensure compliance with all legal and company guidelines, including adherence to the Fair Debt Collection Practices Act (FDCPA) and relevant regulations.

Education and Work Experience:

• Education: High school diploma or equivalent
• Work Experience: 0-3 years relevant work experience
• Previous experience in collections, customer service, or a related field, with a demonstrated ability to manage delinquent accounts effectively.
• Strong negotiation skills with the ability to reach mutually beneficial payment agreements with customers.
• Advanced knowledge of collections processes, payment systems, and applicable laws and regulations related to collections.
• Excellent verbal and written communication skills, with the ability to clearly and professionally communicate with customers.
• Strong organizational skills, with the ability to manage a large portfolio of accounts and prioritize tasks effectively.
• Proficiency with collection software and systems, as well as basic office software such as MS Office.
• Ability to handle difficult or complex customer situations with professionalism, empathy, and problem-solving skills.
• Ability to work independently, with minimal supervision, while also being a collaborative team member.
• Strong attention to detail and the ability to document and track account status accurately.
• Goal-oriented, with a focus on meeting or exceeding individual and team performance targets.
• Ability to maintain composure in high-pressure situations and resolve customer disputes or complaints efficiently.

Individual compensation packages are based on various factors unique to each candidate including skill set, experience, qualifications and other job-related reasons.

The pay range for this role is $18.60 - $22.45 hourly.

Exeter Finance LLC is an Equal Opportunity Employer.