Customer Service/Collections Representative

Job Summary:

As a Customer Service & Collections Representative at United Auto Credit, you will play a critical role by helping customers stay on track ensuring timely payment on their auto loan account. This position focuses on inbound and outbound calls to borrowers with early-stage delinquent auto loans, helping guide them to resolution in a professional manner.  You will work in a fast-paced environment, utilizing an automatic dialing system (auto dialer) to efficiently contact customers and an internal operating system to track account information, record customer interactions, and monitor payment progress.

Essential Duties and Responsibilities

As a Customer Service & Collections Representative , you will:

• Manage assigned delinquent accounts while following UACC policies and all state/federal regulations, including the FDCPA.

• Make and receive early-stage delinquency collection calls using our auto dialer system.

• Communicate clearly and professionally with customers to provide guidance and solutions.

• Use available collection tools and payment options to help customers stay current and minimize credit losses.

• Reach out promptly to delinquent borrowers to detect and resolve issues early.

• Guide customers to use electronic payment tools to expedite account resolution.

• Prevent voluntary repossessions and other credit losses through negotiation and proper application of collection resources.

• Accurately document all customer interactions in the company’s operating system.

• Meet or exceed daily, weekly, and monthly metrics, including call volume, payments collected, and promises kept.

• Collaborate with supervisors to resolve complex cases.

• Take on additional tasks as assigned, contributing to team success.

Qualifications
To succeed in this role, candidates should possess the following skills and attributes:

• Strong negotiation, problem-solving, and probing skills applied professionally.

• Excellent telephone communication skills and the ability to spend extended periods on the phone.

• Detail-oriented with strong organizational abilities.

• Effective time management and the ability to prioritize and handle multiple tasks, including both inbound and outbound calls.

• Ability to meet goals and deadlines in a fast-paced, performance-driven environment.

• Self-motivated, dependable, and able to work independently.

• Familiarity with the auto finance industry is a plus.

Education/Experience

• High School Diploma or equivalent

• 1–2 years of experience in consumer collections, preferably using an auto-dialer system

Compensation

• $15–$16/hr, additional bilingual Spanish-English incentive.

• Performance bonuses averaging $500 plus paid out monthly

Language Ability

• Ability to clearly and effectively communicate in person, in writing and by telephone

• Bilingual in English and Spanish (Highly Preferred)

Technical Skills

• Strong computer literacy with proficiency in Microsoft Word and Excel, and the ability to quickly adapt to new software and systems.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to walk.

Commitment to Diversity and Equal Employment Opportunity

United Auto Credit Corporation, a wholly owned indirect subsidiary of Vroom, is an equal opportunity employer committed to creating and supporting a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspectives and contributions. We believe our values of SPEED (Service, Progress, Employees, Engagement, and Development) are best realized in an environment, whether physical or virtual, where every individual has the ability to bring their whole selves to work and contribute fully.

UACC maintains a working environment that encourages mutual respect and promotes harmonious and friendly relationships among employees. The company prohibits any form of employment discrimination or harassment against employees, applicants, or other protected persons in the workplace based on a protected characteristic(s), regardless of who the source is of such conduct. Protected characteristics include race, color, religion, creed, sex (including gender, sexual orientation, gender identity or expression, or pregnancy, childbirth, or a related medical condition), national origin, ancestry, ethnicity, age, physical or mental disability, genetic information, service in the uniformed services, citizenship, or any other characteristic protected by federal, state, and/or local law. This commitment to antidiscrimination and antiharassment applies to all terms, conditions, and privileges of employment including, but not limited to, recruitment and hiring.

UACC likewise provides reasonable accommodations to qualified applicants, employees, or other legally protected individuals in the workplace with a disability to enable them to participate in the job application process, to perform the essential functions of a job, or to enjoy the benefits and privileges of employment equal to those of other employees, except if the accommodation would pose an undue hardship. The company also makes reasonable accommodations for religious beliefs and practices. 

UACC complies with all applicable federal, state, and/or local laws relating to equal employment.

Other Things to Note

This posting is not intended to provide a comprehensive account of the duties and responsibilities that may be required of this position. Duties and responsibilities may change or be added at any time, with or without notice.

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