Auto Loans Collections Specialist

About the Role:

As an Auto Collections Specialist you will be responsible for managing and resolving mid-stage delinquent auto loan accounts that are for 60–89 days past due; through effective customer engagement, negotiation, and loss-mitigation strategies. This role focuses on curing delinquency, preventing charge-off and repossession, and maintaining strong compliance with all federal, state, and company regulations. Requires strong negotiation skills, critical thinking, urgency, and the ability to build rapport while driving results in a fast-paced, performance-driven environment.

What You'll Do:

• Manage a daily queue of auto loan accounts that are 60–89 days past due.
• Contact customers via outbound and inbound calls to resolve delinquency.
• Negotiate payment arrangements, settlements, and reinstatement options.
• Identify root causes of delinquency and recommend appropriate loss-mitigation solutions.
• Educate customers on account status, contract terms, and available resolution options.
• Drive timely payments and account cures to reduce delinquency and prevent repossession.
• Accurately document all account activity, call notes, and customer commitments.
• Maintain full compliance with FDCPA, CFPB, state regulations, and company policies.
• Meet or exceed daily, weekly, and monthly performance goals (RPC, PTP, dollars collected, cure rate, etc.).
• Escalate high-risk or complex accounts appropriately (hardship, fraud indicators, disputes, complaints, etc.).
• Partner with servicing, titles, insurance, and repossession teams as needed.

What We Look For:

• 1+ years of collections experience (auto finance preferred)
• Experience working delinquent accounts in the 60+ DPD range
• Strong negotiation and customer communication skills
• Ability to handle difficult conversations professionally and confidently
• Working knowledge of FDCPA and consumer protection regulations
• Strong time management and organizational skills
• Ability to thrive in a fast-paced, metrics-driven environment
• Proficiency with CRM and collection systems

Nice to Have:

• Auto finance or secured lending collections experience
• Experience with repossession prevention and reinstatement
• Familiarity with skip tracing and advanced contact strategies

What We Offer You:

• Great open office space
• Paid time off (PTO)
• 401K matching
• Medical, dental and vision insurance with employer paid options
• 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 beverage

Environmental & Working Conditions

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.

Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.

Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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.