Job Summary:

Summary

 The Account Representative position is responsible for the collection of delinquent auto loans through effective communication with past due borrowers. As an Account Representative you will identify problems contributing to account delinquency and offer solutions to resolve the delinquency including the negotiation of payment arrangements or available short and long-term payment alternatives as appropriate.

Essential Duties and Responsibilities 

Primary responsibilities include, but are not limited to the following:

• Proactively pursue resolution of all assigned delinquent accounts in compliance with all UACC policies and procedures and all state and federal regulations including the Fair Debt Collection Practices Act.

• Demonstrate clear, concise and professional communication skills in all interactions with UACC customers

• Thoroughly understand and appropriately apply all available UACC collection tools and payment alternatives to minimize delinquency and credit losses.

• Ensure timely contact and effective communication with delinquent customers to ensure early problem detection and resolution to minimize delinquency and credit losses.

• Expedite payment of delinquent accounts by negotiating the use of electronic payment tools available to UACC customers.

• Prevent voluntary repossessions and other credit losses through effective negotiation and appropriate application of UACC collection and skip tracing tools.

• Thoroughly, accurately and professionally document all customer/collection contacts in the Company’s operating system.

• Demonstrate the effective and appropriate use of available skip tracing tools – including controlling expense and compliance with collection and confidentiality regulations – to minimize locate skip accounts and minimize losses.

• Meet or exceed established daily, weekly and monthly performance objectives for delinquency, credit losses, collection calls and as otherwise established by management.

• Perform other duties as assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. 

• Attendance & Punctuality: Schedules time off in advance. Begins working on time. Keeps absences within guidelines. Ensures work responsibilities are covered when absent. Arrives at meeting and appointments on time.

• Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance. 

• Dependability: Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.

• Ethics: Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values. 

• Negotiating:  Exploring alternatives by means of persuasion to reach favorable outcomes in situations where decisions involve other parties.

• Oral Communication:  Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

• Professionalism:  Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

• Stress Tolerance:  Performing well when faced with pressure due to time frame, workload, adversity, disappointment, or opposition.

• Written Communication:  Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Clear, concise and professional written and oral communication skills.

• Strong negotiation, problem solving, and probing skills that are utilized in a professional manner.

• Good telephone communication techniques and ability to be on the telephone for long periods of time.

• Detail-oriented and strong organization skills. 

• Effective time management skills and ability to prioritize and multi-task to complete daily tasks while handling both incoming and outgoing calls. 

• Ability to meet goals and deadlines in a fast paced, performance driven environment. 

• Self-motivated and dependable. 

• Must have flexibility to work scheduled hours between 8:00 a.m. and 9:00 p.m. and weekends as needed. 

Education/Experience

• High school diploma or equivalent.

• Minimum of 1 year experience in consumer collections and skip tracing in compliance with FDCPA requirements.

• Must have a solid recent work history. 

• Clear, concise and professional written and oral communication skills. 

Supervisory Responsibility

This position has no supervisory responsibilities.

Language Ability

Ability to clearly and effectively communicate in writing, in person and by telephone, bi-lingual in Spanish is a plus.

Computer Skills

Proficient computer skills to include Microsoft Office applications and the internet

Certificates and Licenses

None Required

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Physical Demands

The Account Representative position requires the ability sit at a desk for extended periods while initiating and receiving customer phone calls and documenting the results of those calls in the company’s computer system.  Requires the ability to retrieve and return files to filing cabinets up to 4½ feet tall.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Commitment to Diversity and Equal Employment Opportunity

United Auto Credit Corporation, a wholly owned indirect subsidiary of Vroom, is an equal opportunity employer committed to creating and supporting a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspectives and contributions. We believe our values of SPEED (Service, Progress, Employees, Engagement, and Development) are best realized in an environment, whether physical or virtual, where every individual has the ability to bring their whole selves to work and contribute fully.

UACC maintains a working environment that encourages mutual respect and promotes harmonious and friendly relationships among employees. The company prohibits any form of employment discrimination or harassment against employees, applicants, or other protected persons in the workplace based on a protected characteristic(s), regardless of who the source is of such conduct. Protected characteristics include race, color, religion, creed, sex (including gender, sexual orientation, gender identity or expression, or pregnancy, childbirth, or a related medical condition), national origin, ancestry, ethnicity, age, physical or mental disability, genetic information, service in the uniformed services, citizenship, or any other characteristic protected by federal, state, and/or local law. This commitment to antidiscrimination and antiharassment applies to all terms, conditions, and privileges of employment including, but not limited to, recruitment and hiring.

UACC likewise provides reasonable accommodations to qualified applicants, employees, or other legally protected individuals in the workplace with a disability to enable them to participate in the job application process, to perform the essential functions of a job, or to enjoy the benefits and privileges of employment equal to those of other employees, except if the accommodation would pose an undue hardship. The company also makes reasonable accommodations for religious beliefs and practices. 

UACC complies with all applicable federal, state, and/or local laws relating to equal employment.

Other Things to Note

This posting is not intended to provide a comprehensive account of the duties and responsibilities that may be required of this position. Duties and responsibilities may change or be added at any time, with or without notice.

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