Collections

• Contacting and successfully negotiating with customers to collect payment on overdue, defaulted or write-off loans, or other payments
• Acting as the liaison between creditors and customers through managing overdue accounts
• Influence and advise customers on the payment options for debt recovery
• Execute strategies for collection processes and procedures
• Negotiate payment plans based upon company approved guidelines
• Build positive rapport with different types of customers over the phone
• Handle both inbound and outbound calling to collect a debt
• Maintain effective communication

Collections Agent

• Driving Product Outcomes: Collaborate intently with business operations stakeholders and cross-functional product teams to deeply understand the agent and customer experience. Translate this understanding into clear, concise, and actionable specifications, requirements (e.g., user stories), acceptance criteria, and testing scenarios.
• Shaping the Servicing Strategy: Work alongside key stakeholders to refine and execute the Ford Credit servicing strategy. Provide valuable input into the product roadmap, assisting with prioritization decisions and appropriate trade-offs between desired features, speed to market, and technical feasibility.
• Championing Agent & Customer Experience: Directly contribute to improving critical metrics like agent efficiency, customer Net Promoter Score (NPS), and First Contact Resolution (FCR) on key initiatives, including:
• - Providing a holistic customer view with relevant information to service customers efficiently and effectively, partnering with the Smart Secure Documents and Knowledge Management team to define and deliver solutions that simplify complex customer requests and educate agents on processes. User Research & Problem Solving: Proactively and creatively engage with users to uncover their underlying needs, pain points, and opportunities. Analyze these insights to identify problems and collaboratively define innovative solutions that leverage our servicing toolset.
• Data-Driven Decision Making: Analyze relevant data (customer feedback, usage metrics, operational data) to inform requirements, evaluate options, make smart, decisive trade-offs, and ensure delivered value is measurable.
• Outcome Ownership: Take responsibility for defined outcomes by contributing to setting clear goals and helping measure key results that align with product and business objectives.
• Quality Assurance Support: Support the delivery process by executing functional testing and collaborating with QA engineers to ensure solutions meet requirements and quality standards.
• Ability to closely work with key stakeholders in supporting Collections strategies and outcomes.
• Ability work with 3rd party vendors in driving key initiatives.
• Manage product backlog, track KPIs, support quarterly planning processes across multiple initiatives.
• Comfortable with ambiguity and use data to drive forward.

Product Manager, Early Collections

• Handle inbound and outbound telephone calls in a timely and professional manner to successfully perform collections activity
• Utilize negotiating and customer service skills to achieve positive results
• Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

Collections Specialist

• Develop and execute collections strategies across delinquency stages
• Partner cross-functionally to design, test, and optimize treatment strategies
• Monitor strategy performance and recommend enhancements
• Acts as the primary regulatory interface on risk issues
• Represents business on corporate initiatives and provides direction in complex situations

Senior Manager, Collections Strategy

• Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication.
• Provides customer service regarding collections issues.
• Processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies.
• Responsible for collection of highly complex/difficult accounts and situations.
• Prepares weekly and monthly updates and status reports of outstanding delinquencies.
• Provides financial counseling to discuss and resolve debt situation within established limits.

Senior Collections Specialist

• Lead daily team operations by monitoring queue activity and prioritizing workload
• Perform inbound and outbound collection calls across all stages of delinquency
• Handle escalated or complex customer situations, including delinquency resolutions
• Gather, analyze, and report collections data
• Assist in monitoring team performance metrics
• Provide training, coaching, mentoring, and side-by-side support
• Review and maintain detailed account documentation
• Support the supervisor during absences
• Perform special projects, audits, or analyses as required.

Lead Collections Specialist

• Perform inbound and outbound collection calls across all stages of delinquency.
• Research, identify, and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of all customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

Collections jobs in South Carolina

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Collections Agent

Product Manager, Early Collections

Collections Specialist

Senior Manager, Collections Strategy

Senior Collections Specialist

Lead Collections Specialist

Collections Specialist