• Lead and manage team of late-stage collections team members focused on minimal skip-tracing along with outbound and inbound contact with customers of the auto loan portfolio • Ensure team objectives are achieved • Administer corrective action where necessary, following labor laws and regulations and in accordance with company policy • Handle escalated customer loan issues and provide guidance on resolution of escalated matters • Provide training to new hire staff ensuring appropriate knowledge of systems and adherence to company procedures and policies • Update and maintain reference documents to reflect current systems and company procedures • Collaborate with other internal departments to ensure efficient handling of escalated situations • Support management directives and initiatives as requested

• Contacts customers via phone, fax, email or standard letter to bring accounts to a current status. • Completes system assigned tasks within the designated timeframes. • Reconciles and applies customer payments posted on account. • Monitors the status of delinquent accounts, via the collector dashboard. • Researches customer inquiries related to billing concerns and misapplied payments. • Processes payments from delinquent customers and negotiate payment arrangements and/or settlements. • Engages management and/or sales when required or appropriate to expedite resolution of customer issues. • Initiates or processes write-offs, bad debt recoveries, and credit memos.

• Handle inbound and outbound collections calls professionally and efficiently • Negotiate payment arrangements and resolve delinquent accounts • Maintain consistent follow-up communication with customers • Accurately document all account interactions and updates • Ensure full compliance with FDCPA and collections regulations • Meet and exceed individual and team performance goals • Maintain professionalism and composure during challenging conversations

• Handle inbound and outbound collections calls professionally and efficiently • Negotiate payment arrangements and resolve delinquent accounts • Maintain consistent follow-up communication with customers • Accurately document all account interactions and updates • Ensure full compliance with FDCPA and collections regulations • Meet and exceed individual and team performance goals • Maintain professionalism and composure during challenging conversations