Loan Counselor II

Loan Counselor I

We are seeking a professional, results-driven Loan Counselor I to join our Collections team at AutoNation Finance. This position is responsible for resolving and collecting on delinquent customer accounts. The Loan Counselor I interacts directly with customers, third-party references, and repossession vendors to negotiate payment arrangements, prevent losses, and support the overall servicing strategy.

The ideal candidate will be self-motivated, demonstrate sound judgment, and have strong communication skills. This position includes potential monthly bonuses based on delinquency, roll rates, and net losses. A flexible work schedule, including late evenings and weekends, is required.

Job Responsibilities

Collections & Customer Contact:

• Make outbound contact attempts by phone, email, chat, or text to negotiate and secure payment arrangements with delinquent customers.
• Handle inbound calls from customers regarding payment status, account inquiries, and general servicing questions.
• Review delinquent accounts for collection efforts and identify opportunities to cure or resolve delinquency.

Account Management & Documentation:

• Maintain accurate documentation in the collections system regarding customer interactions, payment arrangements, and status updates.
• Ensure timely follow-up and tracking of agreed-upon payment terms.
• Update customer demographic, contact, and employment information.

Skip Tracing & Recovery Support:

• Perform skip-tracing activities to locate customers or vehicles on delinquent accounts.
• Collaborate with repossession vendors and internal teams to assist in recovery efforts.
• Escalate high-risk or unresponsive accounts to management as appropriate.

Compliance & Quality Assurance:

• Adhere to all internal policies and procedures, including documentation and communication standards.
• Ensure compliance with FDCPA, UDAAP, and other applicable federal and state collection laws.
• Maintain production metrics as defined by management, including conversion rates, kept rates, delinquency targets, and net loss goals.

Qualifications

High school diploma or GED required.

Minimum of 3 years of consumer debt collection and skip tracing experience required.

Prior experience in auto finance or consumer financial services preferred.

Strong negotiation, verbal, and written communication skills.

Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Knowledge of debt collection laws and best practices.

Skilled in the use of loan servicing systems, data sources for skip tracing, and customer service tools.

Bilingual (Spanish/English) preferred but not required.

Ability to work independently, manage deadlines, and handle escalated accounts effectively.

Next Possible Position:

• Senior Loan Counselor
• Recovery Specialist

Physical Requirements:

• Continuous use of computer, monitor, and keyboard.
• No significant physical demands beyond standard office use.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job related tasks other than those specifically presented.