Call Center Collections & Retention Agent

Company Description

Life at Telvista is pretty awesome! We have a mission to bring our employees the inspiration to create a life they love. For this, we continue to empower our teams to take on new challenges, learn from their mistakes, and over-deliver.

We understand that sitting at workstations and helping customers with their issues can be rewarding but also can get overwhelming at times. Our cheerful and fun break rooms help you relax and unwind from a hard work shift. Learning and development opportunities paired with a comfortable work environment make Telvista a place where talent thrives.

Job Description

Position Title : Call Center Collections & Retention Agent

Company : Telvista

Location : Remote or On-site (as applicable)

Schedule : 1st Shift / 2nd Shift / 3rd Shift

Compensation : $15.00-$17.00 per hour

Position Overview :

Telvista is seeking skilled and motivated Call Center Collections & Retention Agents to join our team supporting a leading client in the automotive finance industry . This role is ideal for individuals with strong communication, negotiation, and customer service skills who can manage customer accounts with professionalism and empathy. You will handle inbound and outbound calls to assist customers with past-due accounts, payment arrangements, and retention efforts - helping clients stay on track with their automotive financing while maintaining customer loyalty.

Key Responsibilities :

• Manage inbound and outbound collection calls to customers regarding overdue automotive loan payments.
• Provide exceptional customer service while negotiating and establishing payment arrangements or extensions in accordance with company policies.
• Accurately document all customer interactions, payment commitments, and account notes in the CRM system.
• Follow all FDCPA (Fair Debt Collection Practices Act) and company compliance guidelines.
• Identify opportunities to retain customers by offering solutions to help them maintain their vehicle loans and avoid repossession.
• Handle customer concerns and disputes with professionalism and empathy.
• Collaborate with team leads and supervisors to meet or exceed collections, retention, and call quality goals.
• Educate customers on account status, payment options, and assistance programs.
• Utilize negotiation techniques to recover delinquent accounts while maintaining a positive customer relationship.
• Maintain confidentiality and accuracy in all customer data and payment information.

Qualifications

Qualifications :

Minimum 2-3 years of experience in Collections, Retention, or Customer Account Management , preferably within the automotive or financial services industry.

Proven ability to negotiate, retain, and recover delinquent accounts effectively.

Familiarity with FDCPA regulations and other collection laws.

Excellent communication, listening, and conflict-resolution skills.

High attention to detail and strong data-entry accuracy.

Ability to multitask and work efficiently in a high-volume call center environment.

Experience with Microsoft Office Suite and CRM or collection systems.

High School Diploma or GED required; Associate's degree preferred.

Must successfully pass a background check prior to employment.

Availability to work 1st, 2nd, or 3rd shift , including weekends or holidays if needed.

Preferred Attributes :

Prior experience in automotive finance, dealership customer service, or loan servicing.

Strong problem-solving and negotiation skills with a customer-first mindset.

Ability to handle challenging conversations calmly and professionally.

Driven to meet performance metrics and maintain high retention rates.

Join Telvista's Automotive Collections & Retention Team! If you're a motivated professional who thrives on helping customers while achieving measurable results, this is your opportunity to grow your career with a leader in call center services. Apply today and make a difference with Telvista!

Additional Information

Pay :

$15.00hr-$17.00hr

Job Type : Full-time

Expected hours : 40.00 per week

Benefits :

401(k)

401(k) matching

Dental insurance

Employee discount

Flexible schedule

Health insurance

Life insurance

Paid time off

Professional development assistance

Retirement plan

Tuition reimbursement

Vision insurance

Telvista is an Equal Opportunity Employer

Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity, including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. This commitment extends to all aspects of employment, including recruitment, hiring, promotion, transfer, training, compensation, benefits, termination, and all other terms and conditions of employment.