Senior Collections Representative - Total Loss

The Senior Collections Representative – Total Loss plays a critical role in managing customer accounts impacted by total loss situations, with a primary focus on clearing liens and ensuring compliance with repossession and FDCPA guidelines. This position requires strong communication skills, attention to detail, and the ability to thrive in a high-volume, dynamic environment while delivering a great customer experience.

Key Responsibilities

Assist customers through inbound and outbound calls to resolve account needs and inquiries.

Prepare professional correspondence and accurately document all interactions in electronic systems.

Respond promptly to management and client requests, ensuring timely and accurate follow-up.

Adhere to repossession and FDCPA policies and procedures in all account handling.

Utilize outside vendors and internal resources to manage accounts effectively.

Create positive customer experiences that drive satisfaction and retention.

Collaborate in a team environment to achieve departmental and company objectives.

Maintain assertive, clear, and concise oral and written communication.

Operate efficiently in a high-volume setting with minimal supervision.

Key Qualifications

Strong verbal and written communication skills with a professional, courteous approach.

Proficiency with PCs and 10-key typing; ability to prepare accurate documentation.

Knowledge of repossession processes and FDCPA compliance.

Ability to multitask and work independently in a dynamic setting.

Flexible schedule availability, including hybrid work options.

Prior experience in backend collections or customer service preferred.

Bilingual skills are a plus

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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.