Loan Counselor II

This position is responsible for collecting and resolving active customer accounts that have become delinquent.

This position reports to the Collections Supervisor. This individual will primarily interact with delinquent customers, third party references or contacts, and repossession agencies assigned to recover vehicles on delinquent accounts.

This individual also interacts internally with other AN Finance department in the course of arranging repossessions, delinquency management, and loss (charge off) administration.

The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position’s areas of responsibility. The associate will perform all duties in accordance with AN Finance policies and procedures and all state and federal regulations.

This position requires working a variable schedule, which will include late evening and occasional weekends, as directed by management. The compensation for this position includes a potential monthly bonus based on delinquency, roll rates, and net losses.

Handle inbound / outbound collection calls in a professional manner.  Reviews open accounts for collection efforts.  Maintains good customer relations with borrowers, and effectively solves problems in an effort to resolve account delinquency and prevent losses.  Identifies issues attributing to account delinquency and review with supervisor as needed.

Make outbound contact attempts with delinquent customers by telephone, email, chat, and texting to negotiate acceptable payment arrangements with delinquent customers.

Collect customer payments in accordance with payment due dates.  Provide timely follow-up on payment arrangements.  Follow and maintain policies and procedures in all aspects of the position.

Handle inbound contacts from customers involving a variety of issues, including delinquent payments and general inquires.

Negotiates account resolution and accurately input and document actions within the collections system, while maintaining company performance and productivity standards.  Maintain and update customer demographic and employment information on a regular basis.

Perform skip-tracing activity on delinquent accounts for potential leads on customer or vehicle location.

Maintain or exceed production standards as established by management for accounts worked, conversion rate, kept rate, dollars collected, % now due, delinquency, roll rates and net losses.

Escalates risk issues to management, as appropriate.

Essential Knowledge, Skills and Licenses

Excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, accessible and impactful manner.

Must demonstrate superior listening skills

Proficient in the use of computer systems, including loan servicing systems, Strong skip-tracing techniques, including proficiency in the utilization of external data sources.

Thorough understanding of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act.

Ability to organize various tasks and prioritize workloads while managing to deadlines.

Self-motivated, comfortable working independently, with strong attention to detail.

Bilingual in English and Spanish is preferred but not required.

Education and / or Experience

High school degree or GED is required.

Previous experience in the consumer financial services industry is preferred but not required, and automobile financing experience is preferred but not required.

3 years consumer debt collection and skip tracing experience

Machines, Office Equipment and Software

Web navigation and / or web-based software applications.

Personal computer : Microsoft Word, Excel, Power Point and Outlook.

10-key calculator and QWERTY keyboard skills.

Copier, faxing & other general office equipment.

Physical Demands

Continuous use of personal computer / monitor / keyboard.

Physical Demand : None. Amt. / Frequency : N / A

Exciting Benefits and Perks Await You :

Competitive compensation and 401k matching

Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.