Customer Accounts Analyst

Role Summary / MissionThe position is responsible for control, through effective collection techniques, of delinquent lease and retail accounts while providing quality customer service.  Please note the scheduled shift for this position is set (approximately) in 6 month increments of 7:00-4:00, 9:00-6:00 or 11:00-8:00.  You must be available to work any of these three schedules. Role Responsibilities      Contact customers through effective telephone collection methods to determine the reason for delinquency, verify all information, evaluate the customer’s willingness and ability to pay, resolve the account to current status or institute measures to conclude the account satisfactory. Negotiate corrective action on delinquent accounts to ensure most profitable resolution. Transfer accounts in assigned portion of portfolio from delinquent to current status using the department standards outlined below. Minimize delinquency in assigned collection queue. Collection productivity as measured in Accounts worked per hour and payments collected. Control of losses measured by the number of repossessions and charge off losses within the assigned collection queue. Locate through effective skip tracing techniques customers and collateral to minimize potential loss situations. Make timely recommendations of corrective action to be taken to resolve delinquency. Maintain follow up on required customer insurance coverage and institute corrective action when deficient coverage discovered Process, follow up, and resolve inbound collection and customer service telephone inquiries. Initiate, mail, and follow up for necessary processing of all customer correspondence. Approve Extensions, Deferments and Due Date Changes within authorized limits to promote customer performance of contractual obligations. Evaluate and execute collection follow up as further action is needed. Investigate and resolve customer inquires and complaints to mutual satisfaction of company and customer.   End Products Resolve delinquent accounts in an ethically responsible manner by mitigating losses and maximizing receivable income. Performance Metrics Call Quality Queue Quality Delinquency and Repossessions Inbound Calls Davox Compliance Accounts Worked per Hour Required QualificationsYears of Experience: High School Diploma or GED Competencies: Collaboration· Customer Focus· Process orientation· Results driven Basic Skills PC literacy Knowledge of basic legal compliance issues pertaining to collections, bankruptcy and credit reporting Desired Qualifications Formal Education or Equivalent: Bachelors Degree Fluent in Spanish Specialized Skills, Knowledge, Certifications, etc. 2 years credit or collections experience 3 years automotive finance experience   APPLICATION PROCESS If you are interested in this position and meet the qualifications, please submit your personal information via the following on-line link:  https://www1.recruitingcenter.net/Clients/VW_Audi/PublicJobs/Canviewjobs.cfm?