Collections Representative

Pay

Base pay: $17.00 per hour plus bonus potential of up to $3,000 monthly based on individual and team performance. Tiered retention bonus: $500 after 3 months, additional $500 after 6 months. If the department exceeds its goal, eligible agents in the bonus range receive a “kicker” ranging from $100.00 to $750.00 based on goal achievement. All agent incentive opportunities may vary monthly, are not guaranteed, and are subject to change.

Responsibilities

• Handle inbound and outbound calls — providing friendly, professional support and following company policies and procedures.
• Reach out to customers to set up payments or create plans to resolve past‑due accounts.
• Negotiate fair payment solutions while meeting performance and productivity goals.
• Keep detailed and accurate notes on all customer interactions and account actions.
• Listen actively and communicate clearly with customers, teammates, and management to resolve concerns and ensure a positive experience.
• Use skip‑tracing tools to locate customers or collateral when needed.
• Review accounts for repossession when necessary, following company guidelines and mitigating factors.
• Work toward department goals by helping reduce delinquency rates and maintaining quality and compliance standards.
• Manage a high volume of calls in a fast‑paced, supportive team environment.
• Protect confidential information related to customers, accounts, and company operations.

Requirements

• Strong communication and negotiation skills with a professional phone presence.
• Flexible schedule — open to working overtime and weekends when needed.
• Able to multitask and stay organized in a fast‑paced environment.
• Understanding of collection laws, including the Fair Debt Collection Practices Act (FDCPA).
• Proficient with computers — comfortable with data entry, web‑based applications, and Microsoft Excel & Outlook.
• Excellent telephone etiquette and ability to connect with customers respectfully.
• Team player with a positive attitude and dependable work ethic.
• At least one year of consumer collections experience in a high call‑volume, auto‑dialer environment.
• Knowledge of collections and repossession processes — auto collection experience preferred.
• High school diploma or equivalent required.

Benefits

• Medical, Dental, and Vision benefits
• Life Insurance and Long‑term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro‑link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Annual Flu Shot
• Paid Vacation Days
• Paid Sick