Ark Financial is committed to making vehicle ownership possible for everyone. Through our vast network of independent and franchise dealers, we have helped countless customers with their financing needs, allowing them to drive off in the vehicle they deserve.
Our Operations teams work with our consumers to promote great service, encourage them to bring their accounts current and resolve escalated issues. Team Members specialize in various segments of the contract life cycle to achieve the highest levels of performance. We are committed to providing career growth opportunities to our team members and we are proud of our record of promoting from within. Our set schedules, casual work environment and culture of having fun make this a great place to work!
Responsibilities:
- Meet or exceed performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept. Negotiate payment arrangements with customers to cure delinquency, evaluating ability and willingness to pay.
- Disclose all relevant account information to customers accurately, professionally, and in a positive manner.
- Provide a high level of customer service to customers and Teammates in support of our Perfect Client Experience.
- Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
- Execute the established call scripts documented in training, policies, procedures, and guidelines.
- Achieve acceptable call monitoring scores in each call category.
- Provide customers with payment arrangement options as well as renewals, due date, and extensions that best assist the customer according to policy procedure, and guidelines.
- Communicate regularly with the Collection Supervisor and Collection Team Leader pertaining to repossessions, potential loss, inquiries, complaints, and other calls that require special handling.
- Accurately process payments, transactions, and account adjustment forms.
- Superior communication skills with the ability to maintain composure with difficult borrowers.
- Demonstrated ability to consistently achieve aggressive loss mitigation goals within an individual work queue.
- Navigate and interpret various screens and relay information to clients accurately and professionally.
- Determine cause of delinquency and best course of action to assist delinquent customer.
- Document all collection efforts for each assigned account in accordance with established procedures, which may include using action and reaction codes, rescheduling features, scratch pad entries, etc., in the collection system.
Requirements:
- REQUIRED: 2 years of collection experience
- REQUIRED: 2 years of auto finance skip tracing/repossession experience in a full balance charge off department.
- Previous customer service, sales, and/or collection experience in a call center environment
- Able to work in a fast-paced environment.
- Be able to multi-task.
- Strong communication skills both written and verbal
- Demonstrate the ability to motivate others
- Working knowledge of MS Office
- Must be proficient in Excel
Preferred:
- Previous customer service and/or collection experience in a call center environment
- Experience in the finance or automotive industry
- Experience in any position where you had to demonstrate excellent persuasive skills
- Experience with Zoom
Salary range: $22 - $24 per hour. Competitive salary based on experience.
Excellent benefits package including medical (100% paid for employee only coverage), dental, vision, accident, hospital, life insurance, paid holidays and a company matched retirement plan for full-time employees.
Schedule: Tuesday through Saturday from 8:30am – 5:30pm or Monday through Friday from 8:30am - 5:30pm. Part-time hours are available as well.
Job Types:
- Full-time
- Part-time
Pay: $22.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Referral program
- Vision insurance
Physical Setting:
- Call center
- Office
Schedule:
- 8 hour shift
- Day shift
- Overtime
Ability to commute/relocate:
- Mesa, AZ 85209: Reliably commute or planning to relocate before starting work (Required)
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