Loan Servicing Representative
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Job Description
Remote loan servicing representative collecting delinquent auto-loan payments for Exeter Finance. Arranging payment solutions, documenting accounts, and reducing delinquency.
Responsibilities:
- Assist with recovery efforts on accounts 5 to 80 days delinquent
- Answer customer inquiries about daily interest accrual, payment schedules, due date changes, account status, payment options, and collection actions
- Contact customers by phone to collect overdue payments and arrange payment solutions
- Document customer interactions and account activities using collection software and systems
- Review delinquent accounts, determine collection strategies, identify at-risk accounts, and escalate complex cases or disputes
- Monitor payment trends and proactively engage customers showing signs of financial difficulty
- Reduce delinquency while meeting collection targets and resolution-rate goals
- Collaborate with legal, customer service, and other internal teams
- Ensure compliance with company guidelines, the Fair Debt Collection Practices Act (FDCPA), and relevant regulations
Requirements:
- High school diploma or equivalent
- 0–3 years of relevant work experience
- Previous experience in collections, customer service, or a related field
- Strong negotiation skills
- Advanced knowledge of collections processes, payment systems, and applicable collections laws and regulations
- Excellent verbal and written communication skills
- Strong organizational skills and ability to manage and prioritize a large portfolio of accounts
- Proficiency with collection software and systems and 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 and collaboratively as a team member
- Strong attention to detail and accurate documentation and tracking of account status
- Goal-oriented approach focused on meeting or exceeding performance targets
- Ability to maintain composure in high-pressure situations and resolve customer disputes or complaints efficiently
Benefits:
- Monthly bonus
- Remote work arrangement
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