Collections Specialist

About the role

Location: Cleveland, OH 44125. As a Collections Specialist, you will manage assigned delinquent auto-loan accounts from early-stage delinquency through repossession referral and support, working directly with customers to understand their situation, explain options, negotiate payment arrangements, and maintain accurate records.

Responsibilities

• Manage assigned auto-loan accounts beginning at one day past due through repossession referral and support.
• Handle a high volume of inbound and outbound customer communications using approved communication channels.
• Work with customers to understand the reason for delinquency and identify appropriate account-resolution options.
• Negotiate payment arrangements within established company guidelines and monitor payments and promises to pay.
• Maintain accurate and timely records of customer communications, contact attempts, arrangements, complaints, account changes, and repossession recommendations.
• Use approved skip-tracing and account-research methods to locate customers and update contact information.
• Answer routine customer questions and resolve concerns within established guidelines, escalating sensitive or higher-risk matters when appropriate.
• Identify accounts that meet established criteria for repossession consideration and make recommendations to branch management.
• Partner with internal departments by providing requested account information and documentation related to approved repossessions and insurance matters.
• Conduct occasional local customer visits when telephone contact has been unsuccessful and an account is approaching repossession referral.
• Complete welcome calls for newly opened auto-loan accounts to verify contact information, answer questions, and review payment expectations and available payment options.
• Provide backup support for administrative branch functions as needed while keeping collections as the primary responsibility.
• Provide courteous, professional service to customers, dealers, and internal partners.

Requirements

• Two or more years of collections experience.
• Auto-finance, consumer-lending, or closely related collections experience preferred.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Strong verbal and written communication skills.
• Ability to manage a high-volume account queue with accuracy and attention to detail.
• Ability to organize and prioritize multiple time-sensitive responsibilities.
• Ability to handle confidential financial information with professionalism and discretion.
• Comfort using account-management and communication systems.
• Ability to collaborate effectively with branch management and internal departments.
• Valid driver’s license, legally required automobile insurance, and reliable transportation for occasional local customer visits.
• High school diploma or equivalent.

Schedule

The typical schedule is Monday through Friday, 8:30 AM to 5:30 PM, with some evenings until 7:00 PM and occasional Saturday work based on branch needs.

Work Environment

This is a full-time, primarily on-site position. The role is office‑based with frequent telephone and computer use. Occasional local customer visits may be required, generally only a few times per month.