Collections And Account Resolution Associate The Collections and Account Resolution Associate is responsible for managing and servicing a portfolio of delinquent loans, ensuring timely and effective recovery of past due accounts in alignment with LiftFund's policies and regulatory standards. This role involves high-volume client outreach, loan analysis, negotiation of repayment plans, and coordination of repossession or legal actions when necessary. The Collections and Account Resolution Associate plays a key role in minimizing portfolio risk and losses through proactive account management, accurate documentation, and collaboration with internal teams and third-party vendors. Bilingual communication skills, knowledge of collection laws, and a customer-centered approach are essential to success in this position.
Essential Duties and Responsibilities:
Manage and service an assigned loan portfolio, focusing on the timely collection of delinquent accounts and the execution of loan modifications in accordance with LiftFund's policies and procedures.
Conduct detailed loan analyses and rating assessments to monitor portfolio performance and identify risk.
Proactively identify early warning signs of delinquency; initiate customer outreach, site visits, or legal actions as necessary to mitigate loss and protect company assets.
Perform high-volume outbound and inbound collection calls to resolve delinquent accounts and bring their status back to current.
Maintain delinquency and portfolio-at-risk levels within organizational standards by enforcing consistent, results-driven collection efforts.
Counsel and negotiate with delinquent clients via phone or in person to develop sustainable repayment plans and foster cooperative resolution.
Process payments by credit card or check over the phone and ensure accurate and timely posting to customer accounts.
Track, analyze, and report on portfolio trends by preparing and maintaining loan performance reports and dashboards.
Coordinate repossession and foreclosure activities in accordance with company guidelines and ensure compliance with legal and regulatory requirements.
Manage relationships with third-party vendors, including collection agencies, legal counsel, repossession agents, and liquidators.
Maintain and regularly update a list of reputable liquidators and recovery service providers.
Oversee the inventory and sale of repossessed or surrendered collateral items, ensuring proper documentation and asset disposition.
Monitor and address failed payment promises and non-sufficient fund (NSF) transactions promptly to recover funds and prevent account deterioration.
Collaborate with Lending, Accounting, and senior management to coordinate strategies on delinquent accounts, legal collections, and customer communications.
Assist with portfolio management tasks, such as forecasting loan losses and implementing delinquency control measures.
Maintain accurate customer files, including updates to contact information, ownership/management changes, and correspondence records.
Document collection activities and customer interactions using QuickBooks or other company systems, ensuring detailed and timely account notes.
Draft and send standard collection correspondence to delinquent borrowers.
Research customer discrepancies and resolve outstanding issues with support from internal teams.
Assist with general office support, including answering phones, logging customer service inquiries, and directing calls appropriately.
Perform additional duties and responsibilities as assigned.
Minimum Qualifications:
Minimum of 2 years of experience in debt collection, customer service, asset recovery, and collateral disposition.
Strong working knowledge of the Fair Debt Collection Practices Act (FDCPA), U.S. Bankruptcy Code, and other relevant laws governing consumer and commercial debt collection.
Proven ability to provide exceptional customer service while effectively managing and resolving conflicts with professionalism and empathy.
Highly self-motivated, goal-oriented, and adaptable with strong attention to detail. Able to thrive in a fast-paced, high-volume work environment.
Strong analytical and critical thinking skills with sound decision-making ability under pressure.
Excellent verbal and written communication skills with the ability to negotiate and build rapport with diverse customer populations.
Exceptional time management, organization, and follow-through capabilities to manage a dynamic workload efficiently.
Solid understanding of basic accounting principles as they relate to loan servicing and collections.
Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.
Current and valid driver's license as well as reliable transportation.
Bilingual in English and Spanish is required.
