Early-Stage Collector

Key Responsibilities

• Engage Customers with Empathy & Purpose: Proactively reach out to customers through phone, email, text, and other approved communication channels to address early-stage delinquency and always delivering a positive experience.
• Negotiate with Compassion and Professionalism: Collaborate with customers to understand their financial situations and negotiate payment arrangements that align with both customer needs and company objectives.
• Demonstrate empathy in conversations around financial difficulty, offering hardship support options such as structured payment plans.
• Maintain a Brand-Forward Approach: Represent the company with integrity and professionalism in every interaction, ensuring a customer-centric experience that upholds our brand values and long-term relationships.
• Identify and Escalate Specialized Issues: Accurately recognize and route sensitive account matters, including insurance claims, bankruptcy filings, title questions, suspected fraud, payment research, cease and desist requests to the appropriate teams for resolution.
• Support Resolution Through Research: Conduct payment history reviews and account research to assist customers in understanding their balances, account terms, and available options to keep their accounts current.
• Document with Precision: Document all customer communications, payment arrangements, escalations, and outcomes accurately and promptly in the Loan Management System (LMS) to ensure continuity and compliance.
• Conduct Basic Skip Tracing: Utilize available tools and resources to perform basic skip tracing efforts for locating customers and assets.
• Handle Complaints Professionally: Respond to verbal complaints with calm, solution-oriented communication, escalating matters when necessary while maintaining detailed records for follow-up.
• Collaborate Cross-Functionally: Work closely with internal departments including Customer Service and Titles, to ensure seamless, accurate, and consistent account management.
• Ensure Regulatory and Policy Compliance: Adhere to all applicable federal and state laws including FDCPA, Rosenthal Act, Regulation F, FCRA, TCPA, GLBA, EFTA, SCRA, Bankruptcy Code Sections 362 & 524, UDAAP, and internal company policies and procedures.
• Support Team Initiatives: Contribute to departmental goals by assisting with special projects, process improvements, and other operational tasks, as well as other duties as assigned.

Qualifications

• Associate’s degree in Finance, Business, or other related field preferred: equivalent work experience will be considered.
• A minimum of 3 years of experience in early-stage collections within the Auto, Powersports, and consumer finance industry is required.
• Excellent verbal and written communication skills, with a strong focus on empathy, emotional intelligence, and active listening.
• Ability to de-escalate tense conversations while maintaining professionalism and customer trust.
• Strong negotiation, interpersonal, and detail-oriented skills.
• Proven ability to negotiate payment arrangements with tact, respect, and a solution-oriented mindset, even in sensitive or emotionally charged situations.
• Highly organized and detail-oriented, with a commitment to accurate documentation and adherence to company procedures, legal requirements, and regulatory standards.
• Comfortable using Loan Servicing Systems and CRM tools; proficiency in Microsoft Office applications (Excel, Word, Outlook).
• Experience in dialer platforms and digital communication tools is a plus.
• Strong knowledge of relevant federal and state debt collection laws and guidelines including, FDCPA, Rosenthal Act, Regulation F, FCRA, TCPA, GLBA, EFTA, SCRA, UDAAP, Bankruptcy Code Sections 362 & 524.
• Consistently promotes a positive, inclusive, and respectful team environment built on trust, open communication, and mutual support.
• Demonstrates professionalism in all interactions and actively contributes to a collaborative workplace culture that values teamwork, integrity, accountability, and shared achievement.
• Supports a healthy and productive work environment by encouraging transparency, solution-focused dialogue, and alignment with the company values and goals.
• Ability to work onsite in Foothill Ranch, CA.

Profile Differentiators

• Previous experience in early-stage debt collection or similar roles within the powersports or automotive finance industries.
• Familiarity with skip tracing tools, digital communication platforms, and loan servicing systems.
• Strong knowledge of collection laws and regulatory compliance.

Benefits

Competitive salary based on experience
Medical, Dental, Vision and Pet insurance
401(k) match
Life and Disability benefits
Generous PTO policy
Up to 12 paid company holidays
Kawasaki Kafé KMRF employee discounts on Kawasaki products
Onsite fitness center