Account Resolution Specialist

About the role

The Account Resolution Specialist plays a pivotal role in overseeing collections processes and best practices within assigned dealerships. They serve as a Subject Matter Expert (SME), providing guidance, training, and quality control monitoring to Dealership Account Representatives and Management staff.

Responsibilities

• Identify areas of concern in Collection Practices and provide assistance and training to dealership staff.
• Monitor Dealership/Customer communications to ensure quality control in collection practices.
• Mend relationships with Customers and foster collaboration between Customers and Dealership regarding their accounts.
• Schedule Personal Visits (PV’s) for Dealership Account Representatives and maintain daily updates on shared spreadsheets.
• Collaborate with stakeholders and departments to ensure communication adheres to company standards, practices, and applicable laws and regulations.
• Respond to incoming text messages or calls from customers regarding late payments and provide appropriate resolutions.
• Aid in additional campaigns to support struggling dealerships in establishing solid collections practices.
• Identify lot level issues contributing to collections issues and communicate them to the appropriate department.
• Adhere to company policies and procedures, supporting the company’s mission, vision, values, and standards of ethics.
• Ensure daily attendance to complete all duties in a timely manner.
• Perform other duties and responsibilities as assigned by your direct manager.

Qualifications

• Bachelor's degree in Business Administration, Finance, or related field preferred.
• Previous experience in collections, customer service, or dealership operations preferred.
• Strong understanding of collection practices, laws, and regulations.
• Excellent communication and interpersonal skills.
• Ability to educate and train dealership staff effectively.
• Detail-oriented with strong organizational and multitasking abilities.
• Proficiency in using computer systems and software applications.
• Ability to work independently and collaboratively in a team environment.