Special Credits Sr Spec II - Total Loss Insurance

Job Description

As an Auto Special Collections Specialist, you will have the opportunity to utilize your communication, knowledge, and negotiation skills to find the best outcomes for our customers.

In this fast-paced call center environment, you will take ownership of each customer interaction, demonstrating empathy and respect.

This role offers the chance to work both independently and part of a team environment, adhering to all applicable regulatory and departmental practices and procedures.

The ideal candidate will excel in time management and demonstrate sound judgement using the resources and tools provided.

Special Collections - Total Loss Insurance

Job Responsibilities


* Work in a high volume call center environment that requires phone-based interaction by means of inbound or outbound calls


* Mitigate loss by proactively contacting customers, insurance companies, GAP administrators, and dealers by following up on Total Loss claims


* Ensure proper risk management of our collateral and settlement


* Handle a portfolio of accounts ranging from 0-120 days past due, including post charge-off accounts when applicable.

Collect past due payments from customers, and payments from insurance, GAP and dealers


* Work in tandem with third party vendors to establish contact with customers and/or secure collateral


* Effectively communicate and work with a network of internal departments that provide various support functions


* Evaluate the risk level associated with each Total Loss claim to determine the appropriate course of action


* Demonstrate proficiency in multi-tasking in a fast-paced environment to maintain efficiency and accuracy


* Adhere to company policies and procedures


* Additional tasks and duties as assigned due to business needs

Required qualification, capabilities and skills


* High school diploma or GED


* Ability to work collaboratively with various stakeholders both internal and external.


* Able to determine when to escalate and de-escalate


* Organization and prioritization skills are a must


* Excellent communication and listening skills to effectively interact with customers and internal teams.


* Strong attention to detail, ensuring accuracy and thoroughness in all tasks.


* Efficiently navigate Microsoft Word, Excel, and Outlook applications.


* Process analytical and problem-solving skills to address customer inquiries and resolve issues

Preferred qualifications, capabilities and skills


* Previous auto experience and call center experience helpful


* Comfortable in a fast-paced consistently changing environment


* Basic skip tracing experience strongly preferred


* 1 - 3 years customer service and collection experience strongly preferred


* Knowledge of FDCPA and UDAAP policies


* Ability to work overtime as required

Work Schedule


* Candidates must reside in the state of Arizona and be willing and able to work ...