Repossession Specialist

Repossession Specialist

We're looking for a motivated, resourceful, and customer-focused Repossession Specialist to join our fast-growing, startup captive finance company supporting powersports installment lending across all 50 states. In this key role, you'll take the lead in protecting company assets by managing late-stage delinquent and charged-off accounts, coordinating repossession efforts, and ensuring timely, compliant recovery of collateral. As part of a dynamic and collaborative recovery team, you'll operate in a fast-paced call center environment, handling a wide range of responsibilities, from negotiating payment arrangements, working impound accounts, overseeing post-repossession communication and approving vendor fees. You'll also tackle more complex recovery activities, such as litigation referrals, heavy skip tracing and working with recovery agents and auctions. Success in this role requires a strategic mindset, strong negotiation and communication skills, and the ability to navigate high-pressure situations with empathy and precision. You'll be empowered to make decisions, work independently, and directly impact recovery performance, all while delivering a customer experience rooted in integrity, respect, and professionalism. This position will report to the Collections Manager.

Key Responsibilities:

• Handle inbound and outbound calls in a fast-paced call center environment.
• Proactively contact customers via phone, email, SMS, and other approved channels to resolve late-stage delinquency in a professional and empathetic manner.
• Negotiate tailored repayment solutions, hardship plans, and structured arrangements to cure delinquencies before charge-off.
• Monitor and manage charged-off accounts to maximize post-default recovery efforts.
• Manage the end-to-end repossession process including assignment, approval of agent fees, and disposition of collateral. Ensure proper account flagging at each stage (assignment, hold, recovery).
• Coordinate with repossession agents to ensure timely vehicle pickup, transport, and delivery to auction. Approve and negotiate repossession and related vendor fees. Maintain complete, accurate, and timely documentation in the Loan Management System (LMS).
• Perform in-depth skip tracing using third-party databases, internal tools, and investigative techniques to locate customers and collateral.
• Investigate accounts for red flags such as first payment defaults, suspected fraud, and bankruptcy status; escalate cases when appropriate.
• Verify lien status, customer military (SCRA) protections, and bankruptcy filings.
• Ensure compliance with federal, state, and company regulations including FDCPA, TCPA, FCRA, UDAAP, SCRA, Bankruptcy Code, Regulation F, GLBA, and repossession-specific state laws.
• Prepare and send compliant post-repossession and deficiency balance notifications.
• Work with customers to explain account status, payoff balances, and available reinstatement or redemption options.
• Handle special cases including settlements, impounds, and disputed fees with towing or storage vendors.
• Collaborate cross-functionally with Customer Service, Early & Late-Stage Collections, Legal, Titles, and Vendor Management teams to ensure seamless and accurate account resolution.
• Coordinate with third-party vendors, repossession agents, and auction houses to oversee asset recovery. Monitor performance and ensure compliance with service-level agreements.
• Prioritize charge-off prevention and recovery performance while preserving long-term customer relationships.
• Apply active listening, critical thinking, and problem-solving to overcome objections and reach positive outcomes.
• Represent the company with professionalism in all interactions, maintaining a customer-first and brand-aligned approach.
• Perform other duties and special projects as assigned, adapting to the needs of a growing and evolving organization.

Qualifications:

• Associate's degree in Finance, Business, or other related field preferred: equivalent work experience will be considered.
• A minimum of 3 years of experience in collections, repossessions and recovery within the Auto, Powersports and consumer finance industry is required.
• Excellent verbal and written communication skills, with a strong focus on empathy, emotional intelligence, and active listening. Ability to de-escalate tense conversations while maintaining professionalism and customer trust.
• Strong negotiation, interpersonal and detail-oriented skills.
• Proven ability to negotiate payment arrangements with tact, respect and a solution-oriented mindset, even in sensitive or emotionally charged situations.
• Highly organized and detail-oriented, with a commitment to accurate documentation and adherence to company procedures, legal requirements, and regulatory standards.
• Comfortable using Loan Servicing Systems and CRM tools; proficiency in Microsoft Office applications (Excel, Word, Outlook). Experience in dialer platforms and digital communication tools is a plus.
• Strong knowledge of relevant federal and state debt collection laws and guidelines including, FDCPA, Rosenthal Act, Regulation F, FCRA, TCPA, GLBA, EFTA, SCRA, UDAAP, Bankruptcy Code Sections 362 & 524 and repossession regulations.
• Consistently promotes a positive, inclusive, and respectful team environment built on trust, open communication, and mutual support. Demonstrates professionalism in all interactions and actively contributes to a collaborative workplace culture that values teamwork, integrity, accountability and shared achievement. Supports a healthy and productive work environment by encouraging transparency, solution-focused dialogue, and alignment with the company values and goals.
• Ability to work on-site at our Foothill Ranch, CA office, with a collaborative, team-oriented mindset. Thrives in a fast-paced environment, adapting quickly to shifting priorities and customer needs.

Profile Differentiators:

• Proven background in late-stage debt collection, particularly within the powersports, automotive finance.
• Hands-on experience with skip tracing tools, loan servicing platforms (e.g., LMS), and digital communication tools such as dialers, SMS systems, and CRM platforms. Able to quickly learn and navigate new technology platforms.
• Possess a comprehensive understanding of federal and state collection laws and regulatory frameworks, including FDCPA, TCPA, SCRA, UDAAP, national repossession regulations, and bankruptcy protocols.
• Dedicated to maintaining strict compliance and adhering to ethical standards in all recovery operations.
• Capable of analyzing complex account histories and identifying special circumstances (fraud indicators, lien issues). Strong attention to detail in documentation and reporting.
• Balances assertive recovery strategies with a compassionate, solution-oriented communication style that reflects brand values and maintains customer dignity, even in challenging financial conversations.
• Willingness to work non-traditional schedules (evenings, weekends, or extended shifts) to meet customer and business needs.
• Strong team player who actively supports colleagues and contributes to a positive culture.

Salary:

• Salary range: $30.00hr - $35.00hr based on experience and qualifications.

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.