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The Customer Care / Collections Representative is responsible for providing high quality customer service while collecting payment on delinquent accounts. The incumbent follows pertinent detailed policies and procedures while making payment arrangements for customers.

• Effectively makes outbound calls to collect payment on delinquent accounts while maintaining a high level of customer service.
• Manages collection efforts on assigned work queues which may include, early or late stage delinquency accounts.
• Follows all established policies and procedures within the Account Services department to ensure compliance adherence.
• Accepts voluntary repossessions and provide solutions that will allow customer to retain vehicle.
• Fields outbound and inbound customer service requests such as deferments, amendments, due date changes, payment extensions, repair requests, etc.
• Uses multiple methods of communication, such as email, telephone calls, mailing; to follow up with customers regarding their account.
• Accurately completes all required documents and enter information in respective systems for all transactions. Notates customers’ account in database to ensure all parties are aware of discussion and expectations.
• Maintains a balance between company policy and customer benefit in decision making.
• Escalates complex cases to supervisor for resolution.
• Perform other duties as assigned.

Qualifications

Required

• High School Diploma/GED
• 2 - 3 years of customer service, 1st party collections, and/or finance experience
• Computer literacy to include Data Entry, Microsoft Word, Excel, & Outlook
• Exceptional verbal and written communication skills

Preferred

• Some college coursework
• 2 – 3 years of automotive collections experience

Job Type: Full-time

Pay: From $16,000.00 per month

Ability to commute/relocate:

• 06600, Ciudad de México, CDMX: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person