ASSOCIATED AUTO SOLUTIONS INTERNATIONAL PRIVATE LIMITED
Website:
associatedautosolutions.com
Job details:
Collections Specialist – US Auto Finance
Location: Chennai, India
Department: Collections
Reports To: Collections Team Lead / Collections Manager
Position Summary
We are seeking a results-driven Collections Specialist to manage delinquent auto finance accounts while delivering exceptional customer service. The ideal candidate will balance effective collections strategies with professionalism, compliance, and customer-focused solutions to maximize recoveries and minimize repossessions.
The Collections Specialist will engage customers through outbound and inbound communications, negotiate payment arrangements, resolve account issues, and work closely with internal departments to achieve portfolio performance goals.
Key ResponsibilitiesPortfolio Management
- Manage an assigned portfolio of delinquent auto loan accounts.
- Prioritize daily workload based on delinquency levels and account risk.
- Drive customers toward account resolution while reducing roll rates.
- Meet daily, weekly, and monthly collection targets.
Customer Engagement
- Contact customers via outbound and inbound calls, SMS, email, and approved communication channels.
- Educate customers regarding account status, payment obligations, and available solutions.
- Build rapport while maintaining professionalism during difficult conversations.
- Handle escalated customer concerns effectively.
Payment Resolution
- Negotiate payment arrangements within company guidelines.
- Secure same-day payments whenever possible.
- Recommend hardship solutions when appropriate.
- Monitor promise-to-pay commitments and follow up accordingly.
Account Investigation
- Review payment history and customer circumstances.
- Identify reasons for delinquency.
- Verify customer information.
- Update account records accurately.
Risk Mitigation
- Identify high-risk accounts requiring immediate action.
- Escalate accounts for repossession when all collection efforts have been exhausted.
- Coordinate with Recovery, Bankruptcy, Insurance, and Remarketing teams where applicable.
Documentation
- Maintain detailed and accurate collection notes.
- Record every customer interaction in the servicing system.
- Ensure documentation meets audit standards.
Compliance
- Adhere to FDCPA, CFPB, UDAAP, TCPA, company policies, and client-specific guidelines.
- Maintain confidentiality of customer information.
- Follow all quality assurance and compliance requirements.
Team Collaboration
- Participate in coaching sessions and performance reviews.
- Share best practices with teammates.
- Support departmental initiatives and continuous improvement projects.
Key Performance Indicators (KPIs)
- Dollars Collected
- Accounts Brought Current
- Promise-to-Pay Kept Rate
- Right Party Contact Rate
- Roll Rate Reduction
- Delinquency Improvement
- Call Quality Score
- Compliance Score
- Average Handle Time
- Productivity Targets
- Payment Conversion Rate
- Customer Experience Metrics
Required Qualifications
- Bachelor's degree preferred.
- 2+ years of collections experience.
- Experience in US Auto Finance preferred.
- Strong negotiation and objection-handling skills.
- Excellent verbal and written English communication.
- Ability to work US shift timings.
- Strong analytical and decision-making abilities.
- Proficiency with Microsoft Office applications.
Preferred Experience
- Auto Finance Collections
- Consumer Lending
- Skip Tracing
- Repossession Management
- Payment Negotiation
- Delinquency Management
- Dialer Systems
- Collection Management Software
- Quality and Compliance Standards
Technical Skills
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- Collection Management Systems
- Auto Finance Servicing Platforms
- CRM Applications
- Dialer Systems
- Payment Processing Systems
Core Competencies
- Customer Focus
- Negotiation
- Active Listening
- Communication
- Problem Solving
- Time Management
- Decision Making
- Conflict Resolution
- Attention to Detail
- Adaptability
- Accountability
- Teamwork
- Professionalism
- Integrity
- Resilience
Success Measures
The successful candidate will consistently:
- Achieve or exceed monthly collection goals.
- Reduce portfolio delinquency through effective account management.
- Maintain high compliance and quality scores.
- Deliver excellent customer service while protecting company assets.
- Demonstrate ownership, accountability, and sound judgment.
- Contribute positively to team performance and operational excellence.
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