The Customer Care Warrior Collector is responsible for the collection of first party, early stage delinquent auto loans within a fast paced office environment. Pre 30 Collectors utilize an automatic telephone dialing system (auto-dialer) to contact borrowers, and a computerized operating system to track account information. Performance is measured against internal standards to ensure that monthly organizational objectives established by management are consistently met or exceeded.
Essential Duties and Responsibilities
Primary responsibilities include, but are not limited to the following:
Proactively pursue resolution of all assigned delinquent accounts in compliance with all UACC policies and procedures and all state and federal regulations including the Fair Debt Collection Practices Act.
Conduct early stage delinquency collection calls (inbound and outbound) to borrowers utilizing the auto dialer system.
Demonstrate clear, concise and professional communication skills in all interactions with UACC customers
Thoroughly understand and appropriately apply all available UACC collection tools and payment alternatives to minimize delinquency and credit losses.
Ensure timely contact and effective communication with delinquent customers to ensure early problem detection and resolution to minimize delinquency and credit losses.
Expedite payment of delinquent accounts by negotiating the use of electronic payment tools available to UACC customers.
Prevent voluntary repossessions and other credit losses through effective negotiation and appropriate application of UACC collection tools.
Thoroughly, accurately and professionally document all customer/collection contacts in the Company's operating system.
Meet or exceed daily, weekly and monthly production metrics as established by management. Metrics include, but are not limited to, call volume, promises to pay, promises kept, payments collected, balances collected, and online time.
Consult with the Collection Supervisor or more senior collectors to favorably resolve issues as needed.
Perform other duties as assigned.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
Dependability: Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
Interpersonal: Focuses on solving problems, not blaming. Maintains confidentiality. Listens to others without interrupting. Keeps emotions under control. Remains open to others' ideas and tries new things.
Judgment: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision- making process; makes timely decisions.
Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Stress Tolerance: Performing well when faced with pressure due to time frame, workload, adversity, disappointment, or opposition.
Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong negotiation, problem solving, and probing skills that are utilized in a professional manner.
Good telephone communication techniques and ability to be on the telephone for long periods of time.
Detail-oriented and strong organization skills.
Effective time management skills and ability to prioritize and multi-task to complete daily tasks while handling both incoming and outgoing calls.
Ability to meet goals and deadlines in a fast paced, performance driven environment.
Self-motivated and dependable.
Familiarity with the auto finance industry helpful.
Supervisory Responsibility
This position has no supervisory responsibilities.
Education/Experience
High School Diploma or equivalent.
Minimum of 1-2 years' experience in consumer collections working on an auto-dialer is required or equivalent experience in the industry.
Language Ability
Ability to clearly and effectively communicate in person, in writing and by telephone.
Computer Skills
Proficient in use of MS Office - Word, Excel, PowerPoint, Visio, Project, Access, SharePoint
Certificates and Licenses
None Required
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.