Collections Representative

A Collections Representative collects payments from customers who have past due accounts. The job involves communicating with customers through inbound and outbound calls, and using negotiation, customer service, and collection skills to help them resolve their delinquency. The job also requires following Arra Finance's policies and procedures, as well as applicable laws and regulations, to ensure compliance and accuracy. The job duties include conducting skip tracing activities, recommending repossession and legal action, and soliciting loan modifications when appropriate. The job also entails meeting monthly goals and key performance indicators assigned by the supervisor.

Responsibilities

• • Collect on past due accounts within company guidelines and in accordance with Collection Department guidelines and all applicable laws and regulations, including the FDCPA
  • Assess customers’ financial situations and identify appropriate repayment solutions
  • Negotiate payment arrangements, extensions, or due‑date modifications within company guidelines
  • Handle customer complaints, find resolution on customer accounts and offer excellent Customer Service
  • Handle incoming calls from customers, auto dealerships, other lenders and other third parties
  • Conduct skip tracing activities
  • Recommend accounts for repossession and/or legal action
  • Make outbound calls to customers with delinquent auto loans using an auto dialer
  • Achieve individual and departmental monthly established metrics and goals
  • Maintain confidentiality and handle sensitive financial information responsibly
  • Coordinate with internal teams (payment processing, insurance, customer service, etc.)
  • Participate in ongoing training, coaching, and team meetings.
  • Be assigned additional tasks by your supervisor to assist with the team's performance
  • Additional responsibilities will be assigned based on business needs

Skills and Qualifications

• • High school diploma or equivalent
  • Strong verbal communication and negotiation skills
  • Ability to handle difficult conversations with professionalism and empathy
  • Basic computer proficiency and experience with CRM or loan servicing systems
  • Prior experience in collections, auto finance, banking, or customer service (preferred)
  • Knowledge of FDCPA and other relevant regulations and laws
  • Bilingual abilities (e.g., English/Spanish) a plus
  • Thorough knowledge of collections operations, loan repayment schedules, and consumer loan contractual obligations
  • Ability to work in a high volume, fast-paced environment
  • Ability to operate computers, printers and other office equipment
  • Required to work 40 hours per week
  • Ability to lift, move or transport up to 10 pounds

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal opportunity employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability.