Soft Auto Collections Specialist - Remote

About defi SOLUTIONS:

At defi SOLUTIONS, we work with a variety of financial institutions, including banks, credit unions, and finance companies, to help them streamline and enhance their operations. Our all-in-one platform offers a range of services from loan origination and servicing to in-depth analytics, supported by advanced technology. These flexible and scalable solutions adapt to the changing needs of both lenders and borrowers. We are backed by industry leaders such as Warburg Pincus, Bain Capital Ventures, and Fiserv, and bring together expertise of defi SOLUTIONS and the former Sagent Auto Lending to deliver top-notch solutions.

What is in it for You?

• Set Hourly Pay & No Monthly Quotas: Enjoy peace of mind with set hourly pay and a work environment free from monthly quotas.
• Paid Training: Dive into your role confidently, thanks to our comprehensive paid training program designed to set you up for success from day one.
• Generous PTO: We offer ample Paid time off each year because we believe in the importance of work-life balance and giving you time to recharge.
• Tuition Reimbursement: Advance your career with our tuition reimbursement program, supporting your educational goals and professional growth.
• Day One Benefits: Start with a robust benefits package on day one, ensuring you and your family are covered with health, dental, and vision.
• Career Growth: We’re committed to your individual growth and career progression, with a strong focus on internal promotions and opportunities for advancement.

About the Role: As a Collections Specialist at defi SOLUTIONS, you’ll be a key member of our Universal Support Team, thriving in a dynamic, high-volume contact center environment. Your role will involve various customer service and soft collections tasks for our automotive finance clients. You will play a crucial part in helping the company meet and exceed financial goals set by our clients, including some of the largest financial institutions and automotive finance companies in the United States. We value a proactive, collaborative approach and seek individuals who embody our core values: Get it Done, Win as a Team, Better Every Day, and Do it with Passion.

Duties and Responsibilities:

• General Customer Service: Handle various account-related tasks such as resolution, payment processing, due date changes, payoff processing, letter generation, and website assistance, ensuring all interactions reflect our value to get it done efficiently.
• Process ACH Requests: Manage ACH transactions promptly and accurately, demonstrating a commitment to a better every day through precise execution.
• Provide Payoff Quotes: Offer clear and accurate payoff quotes to consumers and dealers, contributing to our team’s collective success and passion for exceptional service.
• Add/Remove Signers/Beneficiaries: Update account details as needed, maintaining a collaborative approach and dedication to our workplace values.
• Perform Soft Collections Activity: Engage in soft collections for accounts 45 days past due, working to resolve issues with a passion for helping our clients achieve their objectives.
• Establish Repayment Schedules: Create and negotiate repayment schedules based on individual financial situations, aiming for effective resolutions that align with our values of teamwork and continuous improvements.
• Utilize Skip Tracing Tools: Employ tools to locate customers and update account information, always striving to get it done and enhance our team’s performance.
• All Other Duties as Assigned: Take on additional tasks as needed, approaching each enthusiastically and committed to doing it with passion.

Metrics for Success:

• Quality: We aim to achieve a quality score of 90% or higher in customer interactions, demonstrating our commitment to doing it with passion and ensuring every customer interaction meets high standards.
• Adherence: Maintain an adherence rate of 92% to scheduled shifts and breaks, reflecting our value to win as a team by being present and reliable.
• Average Handle Time: Keep the average time for customer interactions at or below 400 seconds, exemplifying our value in getting it done efficiently while continuously improving.

Required Qualifications:

Must be available to work Monday through Friday from 12:30 p.m. to 9:00 p.m. or Monday through Friday from 11:30 a.m. to 8:00 p.m. Eastern.

• High School Diploma or GED: A fundamental education background is essential
• Experience in a High-Volume Contact Center: At least one (1) year of experience in a fast-paced contact center environment is required, showcasing your ability to get it done efficiently
• Proven Remote Work Experience: Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
• Effective Communication Skills: Ability to clearly communicate with management and fellow associates, reflecting our value to win as a team.
• Alignment with Workplace Values: Demonstrated ability to embody and apply our core values of getting it done, winning as a team, bettering every day, and doing it with passion in your work.

Travel required:

• No travel is required for this position

Affirmative Action/EEO statement: defi SOLUTIONS is an Equal Opportunity employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.