Auto Collections Account Representative
Concord Servicing · Mexico City
Concord is a leading loan-servicing company with more than three decades of experience delivering high-quality solutions for originators, lenders, and capital providers across consumer and commercial markets.
Our Mission
We exist to deliver exceptional servicing outcomes for our clients and borrowers by combining deep domain expertise, robust technology platforms, and a steadfast focus on compliance, risk management, and client service. With this expanded platform, we aim to be the go-to partner across the credit lifecycle for both consumer-finance and commercial/lease portfolios.
About Role
The Auto Collections Account Representative is responsible for managing delinquent auto loan accounts—from initial contact through repossession. This role combines inbound and outbound calling with strategic account management, requiring strong negotiation skills, regulatory knowledge, and the ability to balance customer service with firm collection objectives. Account Representatives work accounts from prepayment contact phase through pre-legal status, making business decisions that directly impact recovery rates and company profitability.
Generate and conduct outbound collection calls to delinquent customers; receive and professionally handle inbound customer inquiries
Responsabilities
- Verify and update customer account information, ensuring accuracy in all system records
- Confirm account details with customers and investigate reasons for delinquency
- Educate customers on the importance of timely payments and consequences of continued default
- Negotiate and arrange payment plans that satisfy company objectives while remaining compliant with regulations
- Process payments accurately and document all transactions and customer interactions in the system
- Make sound business decisions quickly regarding account action (payment arrangement, settlement, referral for legal action)
- Document comprehensive call notes, account actions, and collection strategies to support account continuity
- Maintain and exceed quantitative collection goals (recovery amounts, accounts closed, collection rates) while upholding quality standards
- Perform skip tracing on accounts using assigned tools to locate customers and verify contact information
- Identify and refer non-compliant and potentially uncollectible accounts for repossession or litigation
- Prepare account files for legal action in accordance with corporate policies, including documentation of collection efforts and FDCPA compliance
- Reconcile payment misapplications, investigate disputes, and resolve discrepancies
- Maintain professional demeanor when handling irate or hostile customers, successfully defusing tension while remaining firm on collection objectives
- Comply with all FDCPA regulations and applicable state collection laws in all customer communications and account actions
Requirements
- Minimum 2 years of relevant collections experience, preferably in auto lending/auto collections
- · High school diploma or equivalent (GED)
- · Thorough understanding of the Fair Debt Collection Practices Act (FDCPA) and applicable state collection laws
- · Proven ability to work independently and collaboratively within a team environment
- · Strong negotiation and objection-handling skills with proven track record of closing accounts and securing commitments
- · Exceptional communication skills across all customer service levels (customers, peers, management)
- · Demonstrated ability to make sound business decisions quickly and effectively under pressure
- · Ability to handle difficult customer interactions with professionalism and emotional control
- · Strong detail orientation and follow-up diligence; ability to track multiple accounts simultaneously
- · Basic skip tracing skills and familiarity with skip trace databases and tools
- · Reliability and strong work ethic; willingness to work evenings and weekends as needed
- · Proficiency with computer systems, databases, and phone systems
- · Ability to meet and exceed quantitative and qualitativ
Benefits
- Food Vouchers
- Internet Bonus
- Medical Insurance
- Life Insurance
- Dental Insurance