Auto Loans Collections Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017 weve helped over 7.5 million customers access over $42 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. Were backed by some of the most prominent technology investors and were most recently valued at $7.3B.

Were consistently recognized for our collaborative and inclusive culture. Most recently we were named one of the Worlds Top Fintech Companies by CNBC Best Places to Work by Built In Best Places to Work by the San Francisco Business Times Americas Greatest Workplaces by Newsweek Best Startup Employer by Forbes and Healthiest Employers by Phoenix Business Journal.

Were 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:

As anAuto Collections Specialistyou will be responsible for managing and resolving mid-stage delinquent auto loan accounts that are for 6089 days past due; through effective customer engagement negotiation and loss-mitigation strategies. This role focuses on curing delinquency preventing charge-off and repossession and maintaining strong compliance with all federal state and company regulations. Requires strong negotiation skills critical thinking urgency and the ability to build rapport while driving results in a fast-paced performance-driven environment.

Starting Pay: $22.00/Hour

What Youll Do:

• Manage a daily queue of auto loan accounts that are 6089 days past due.
• Contact customers via outbound and inbound calls to resolve delinquency.
• Negotiate payment arrangements settlements and reinstatement options.
• Identify root causes of delinquency and recommend appropriate loss-mitigation solutions.
• Educate customers on account status contract terms and available resolution options.
• Drive timely payments and account cures to reduce delinquency and prevent repossession.
• Accurately document all account activity call notes and customer commitments.
• Maintain full compliance with FDCPA CFPB state regulations and company policies.
• Meet or exceed daily weekly and monthly performance goals (RPC PTP dollars collected cure rate etc.).
• Escalate high-risk or complex accounts appropriately (hardship fraud indicators disputes complaints etc.).
• Partner with servicing titles insurance and repossession teams as needed.

What We Look For:

• 1 years of collections experience (auto finance preferred)
• Experience working delinquent accounts in the 60 DPD range
• Strong negotiation and customer communication skills
• Ability to handle difficult conversations professionally and confidently
• Working knowledge of FDCPA and consumer protection regulations
• Strong time management and organizational skills
• Ability to thrive in a fast-paced metrics-driven environment
• Proficiency with CRM and collection systems
• Bilingual (Spanish) required

Nice to Have:

• Auto finance or secured lending collections experience
• Experience with repossession prevention and reinstatement
• Familiarity with skip tracing and advanced contact strategies

#LI-Onsite

For California residents: Upgrades California Notice at Collection and Privacy Policy describes our practices regarding the collection use and disclosure of the personal information of job applicants.

Environmental & Working Conditions

• Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows schedules and service expectations.
• Employees regularly input retrieve and exchange information accurately using digital systems and applications to support operational and customer service objectives.
• The role requires the ability to receive and exchange information with customers peers supervisors and cross-functional partners through available communication channels which may include meetings email phone and digital collaboration tools and may involve real-time verbal or in-person exchanges depending on business need.
• Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read analyze and interpret information displayed on computer screens and remain in a working posture for extended periods consistent with the demands of the position.
• Work may be performed in a contact center office or remote environment depending on business needs and the nature of the role. Onsite work environments may include shared workspaces standard office lighting and moderate background noise typical of customer service or operational settings.
• Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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 Upgrades 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 Upgrades offices worldwide.