Loan Servicing Representative (Remote… at Exeter Finance · Remote

Summary: Exeter Finance is committed to helping customers find the right financing for their next vehicle purchase. The Loan Servicing Representative will assist with recovery efforts on delinquent accounts, contact customers for payment arrangements, and ensure compliance with relevant regulations. Responsibilities: - Contact customers via phone to collect overdue payments, discuss payment arrangements, and answer inquiries regarding account status, payment options, or collection actions - Ensure appropriate documentation of all customer interactions and account activities using collection software and systems - Review delinquent accounts to determine appropriate collection strategies, identify at-risk accounts, and escalate complex cases or disputes to senior staff or management as necessary - Monitor payment trends, proactively engage with customers showing signs of financial difficulty - Work to reduce delinquency while achieving individual and departmental performance goals such as collection targets and resolution rates - Collaborate with internal teams, including legal and customer service, to resolve issues and support best practices across the department - Ensure compliance with all legal and company guidelines, including adherence to the Fair Debt Collection Practices Act (FDCPA) and relevant regulations Required Qualifications: - High school diploma or equivalent - 0-3 years relevant work experience - Previous experience in collections, customer service, or a related field, with a demonstrated ability to manage delinquent accounts effectively - Strong negotiation skills with the ability to reach mutually beneficial payment agreements with customers - Advanced knowledge of collections processes, payment systems, and applicable laws and regulations related to collections - Excellent verbal and written communication skills, with the ability to clearly and professionally communicate with customers - Strong organizational skills, with the ability to manage a large portfolio of accounts and prioritize tasks effectively - Proficiency with collection software and systems, as well as basic office software such as MS Office - Ability to handle difficult or complex customer situations with professionalism, empathy, and problem-solving skills - Ability to work independently, with minimal supervision, while also being a collaborative team member - Strong attention to detail and the ability to document and track account status accurately - Goal-oriented, with a focus on meeting or exceeding individual and team performance targets - Ability to maintain composure in high-pressure situations and resolve customer disputes or complaints efficiently Required Skills: Collections processes, Payment systems, Collection software, MS Office, Fair Debt Collection Practices Act (FDCPA), Account management, Empathy, Composure under pressure, Goal orientation