Auto Collections Specialist I, Spanish na Upgrade
Upgrade · Phoenix, Estados Unidos Da América · Onsite
- Junior
- Escritório em Phoenix
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B.
We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.
We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.
About the Role:
The Auto Finance Collections Representative is responsible for managing and collecting on delinquent auto finance accounts. This role involves contacting customers to resolve overdue payments, negotiating repayment plans, and providing exceptional customer service. The ideal candidate will possess excellent communication skills, a strong attention to detail, and the ability to work in a fast-paced environment. Complete and support additional tasks as business needs calls for.
Pay: $23.00/ Hour
What You’ll Do:
- Monitor assigned accounts to identify outstanding debts.
- Review and analyze customer payment histories and current account status.
- Maintain accurate and up-to-date records of all collection activities and customer interactions.
- Initiate and handle inbound and outbound collection calls in a professional manner in both English and Spanish.
- Utilize multiple communication channels, including phone, email, and mail, to contact customers regarding delinquent accounts.
- Provide information to customers about their account status, payment options, and the consequences of non-payment.
- Negotiate repayment plans and payment schedules that are feasible for customers and acceptable to the company.
- Assist customers in resolving disputes and providing solutions to prevent further delinquencies.
- Collaborate with the collections team to develop strategies for difficult or complex accounts.
- Ensure all collection activities comply with federal, state, and local regulations, including Fair Debt Collection Practices Act (FDCPA).
- Prepare and submit regular reports on the status of delinquent accounts and collection activities.
- Keep up to date with changes in collection laws and best practices.
- Provide excellent customer service and maintain a positive, empathetic, and professional attitude toward customers at all times.
- Assist and support Spanish-speaking customers to ensure they fully understand their account status and available solutions.
- Educate customers on the importance of maintaining their payment schedules and the potential impact of delinquency on their credit.
Nice to Have:
- 2+ years of customer service experience required
- 1+ years of experience in servicing or collections automotive industry
- High School Diploma or equivalent required, Bachelor's or Associate's degree preferred
- Working knowledge and experience with FDCPA and FCRA regulations
- Excellent written and verbal communication
- Strong analytical and problem solving skills
- Demonstrated ability to multi-task and work in a fast-paced environment
- Flexibility and ability to adapt to business needs
- Capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills
- Team oriented mindset.
What We Offer You:
- Great open office space
- Paid time off (PTO)
- 401K matching
- Comprehensive benefits package: Medical, dental, vision, life insurance & disability
- Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
- Paid parking or platinum pass
- New Hire Training Program
- Wellness Incentive Program
- Kitchen fully stocked with snacks and beverages
#LI-Onsite
For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.
