Mid Stage Consumer Collections Representative

Job description

Position Title

Mid Stage Consumer Collections Representative

Function

Credit Services

Site / Location of Position

US - Irving, TX

Legal Entity

Nissan Motor Acceptance Corp. (NMAC)

Posting Description

Job Summary

Negotiates resolutions for accounts that are 45-89 days past due. Provides customer service by adhering to a ten-step call plan and by demonstrating NMAC/IFS Core Values. Contributes to building brand value and achieving enduring profitable growth.Job FunctionsMakes a standard number of outgoing phone calls on delinquent accounts while staying available for incoming phone calls.Resolves delinquencies by negotiating payment arrangements that will benefit both NMAC/IFS and customer. Researches and resolves customer disputes.Maintains standard delinquency percentages, clearance ratios and repossession ratios for individual portfolios, thereby achieving standard scores on Quality Assurance phone monitors. Locates valid phone numbers and addresses for displaced customers through skip tracing.Must be able to utilize all tools available and creatively investigate all possible leads. Analyzes delinquent accounts for appropriate action and make recommendations to Sr. Car or Supervisor.Administers the repossession process by monitoring the performance of repossession contractors, and by coaching them to perform within NMAC/IFS guidelines; receives post repossession phone calls and facilitates the reinstatement process; approves repossession and investigation bills for payment and negotiates acceptable fees with repossession contractors as needed.Monitors the replevin litigation process by coordinating efforts between NMAC/IFS, outside counsel and repossession contractor. Responds to government and repair shop lien notices promptly to secures possession of seized, impounded and abandoned vehicles.Must be able to effectively negotiate fees related to this process. Communicates closely with customers and insurance companies to resolve total loss, physical damage, credit life, and credit disability issues. Assists in the training of newly assigned personnel.Generates correspondence to customers, including cure and demand notices as required by the account status or in direct response to customer inquires.As necessary, performs other related duties of which the above are representative.

Minimum Qualifications

Job Knowledge and Skill:Level of understanding of auto finance and collections sufficient to administer accounts that have insurance deficiency issues and/or are 45-89 days delinquent. Must be able to diagnose situations and apply appropriate collection tools while adhering to all Federal and State regulations as well as company policy. Good oral / written communications, listening and interpersonal skills. Good conflict resolution and negotiation skills. Good organization and problem solving skills. Demonstrated ability to take a responsive customer service approach to work activities.

Experience:Two or more years of directly related collections experience in a professional business atmosphere.

Education:High school diploma required; BA degree preferred.