Auto Collections Specialist

at Upgrade

Phoenix, United States

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

The Auto Collections Specialist is responsible for managing and collecting on delinquent auto finance accounts. This role involves contacting customers to resolve overdue payments, negotiating repayment plans, and providing exceptional customer service. The ideal candidate will possess excellent communication skills, a strong attention to detail, and the ability to work in a fast-paced environment. Complete and support additional tasks as business needs calls for.

Training Schedule: Monday - Friday 8:00am - 5:00pm (4 to 5 weeks on-site training)
Location: Downtown Phoenix, AZ (on-site only)

What You'll Do:

Monitor assigned accounts to identify outstanding debts.
Review and analyze customer payment histories and current account status.
Maintain accurate and up-to-date records of all collection activities and customer interactions.
Initiate and handle inbound and outbound collection calls in a professional manner.
Utilize multiple communication channels, including phone, email, and mail, to contact customers regarding delinquent accounts.
Provide information to customers about their account status, payment options, and the consequences of non-payment.
Negotiate repayment plans and payment schedules that are feasible for customers and acceptable to the company.
Assist customers in resolving disputes and providing solutions to prevent further delinquencies.
Collaborate with the collections team to develop strategies for difficult or complex accounts.
Ensure all collection activities comply with federal, state, and local regulations, including Fair Debt Collection Practices Act (FDCPA).
Prepare and submit regular reports on the status of delinquent accounts and collection activities. Keep up to date with changes in collection laws and best practices.

Nice to Have:

High school diploma or equivalent required; Associate's or Bachelor’s degree in Finance, Business, or related field preferred.
Proven experience in collections, preferably in auto finance or a related industry.
Strong negotiation, communication, and interpersonal skills.
Proficient in Microsoft Office Suite and collections management software.
Knowledge of federal and state laws governing debt collection practices.
Ability to handle stressful situations and difficult conversations with customers.
High level of integrity and confidentiality.
Excellent organizational and time management skills

What We Offer You:

Great open office space
Paid time off (PTO)
401K matching
Comprehensive benefits package: Medical, dental, vision, life insurance & disability
Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
Paid parking or platinum pass
New Hire Training Program
Wellness Incentive Program
Kitchen fully stocked with snacks and beverages

#LI-Onsite

For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.