Account Resolution Specialist

Summary:

As an Account Resolution Specialist, you will play a pivotal role in overseeing collections processes and best practices within assigned dealerships. You will serve as a Subject Matter Expert (SME), providing guidance, training, and quality control monitoring to Dealership Account Representatives and Management staff. Your responsibilities will include identifying areas of concern in collection practices, fostering collaborative relationships between customers and dealerships, scheduling personal visits, and assisting in resolving payment issues effectively and efficiently.

Essential Duties and Responsibilities:

• Identify areas of concern in Collection Practices and provide assistance and training to dealership staff.


• Monitor Dealership/Customer communications to ensure quality control in collection practices.


• Mend relationships with Customers and foster collaboration between Customers and Dealership regarding their accounts.


• Schedule Personal Visits (PV’s) for Dealership Account Representatives and maintain daily updates on shared spreadsheets.


• Collaborate with stakeholders and departments to ensure communication adheres to company standards, practices, and applicable laws and regulations.


• Respond to incoming text messages or calls from customers regarding late payments and provide appropriate resolutions.


• Assist with additional campaigns to support struggling dealerships in establishing solid collections practices.


• Identify lot level issues contributing to collections issues and communicate them to the appropriate department.


• Adhere to company policies and procedures, supporting the company’s mission, vision, values, and standards of ethics.


• Ensure daily attendance to complete all duties in a timely manner.


• Perform other duties and responsibilities as assigned by your direct manager.

Qualifications:

• Bachelor's degree in Business Administration, Finance, or related field preferred.


• Previous experience in collections, customer service, or dealership operations preferred.


• Strong understanding of collection practices, laws, and regulations.


• Excellent communication and interpersonal skills.


• Ability to educate and train dealership staff effectively.


• Detail-oriented with strong organizational and multitasking abilities.


• Proficiency in using computer systems and software applications.


• Ability to work independently and collaboratively in a team environment.

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