Loss Mitigation Analyst - Collections

Customer Service Representative

Provide customer service for current Daimler Trucks Financial Services customers, specifically those with restrictions to be handled in Mexico. You will review, analyze and recommend payment solutions for Small Fleet and Small Business customers that are past due. Responsible for maintaining delinquency levels, repossession volumes and charge off accounts. Become knowledgeable in bankruptcy laws and work with outside attorneys.

Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 15 calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off;

short-term and long-term disability plans.

What You Drive at DTFS

• Analyze borrowers' financial performance and negotiate payment solutions on delinquent accounts when the customer cannot make an immediate payment. Collect delinquent payments from Small Fleet customers while adhering to regulatory requirements. Analyze financial performance of borrowers and prepare proposal for consideration of debt relief/restructure; obtain any necessary legal documentation.
• Provide customer service to both current and delinquent customers on an ongoing basis. Support Small Business Collections when required.
• Ensure delinquency and loss objectives are in accordance with targets for the fiscal year for assigned work queues. Monitor repossessions and losses, complete skip tracing to attempt to locate and speak to customers. Account activity will primarily be 90+ days past due through 12 months post charge off.
• Provide coaching and feedback to Mexico colleagues to ensure shared delinquency/repossession/charge off goals are met.
• Locate clients and collaterals on post charged off accounts by obtaining additional phone numbers and addresses through authorized internet databases and tools available.
• The resolution of deficiency balances including involuntary/voluntary repossessions, insurance losses and GAP waivers, payoff shortages, small balances, skips, and odometer frauds.
• Negotiate payment solutions and provide customer service for those accounts remaining in the Market due to licensing restrictions.
• Cross-trained on Bankruptcy and Attorney/Agency responsibilities.

Knowledge You Should Bring

• BS/BA and 2 years experience or 4 years experience in lieu of a degree.
• 1 year experience in a collateral-based collections environment.
• Customer-centric approach with a focus on problem solving.
• Experience analyzing customer delinquency portfolios and payment history.
• Successful track record of negotiating payment resolutions.
• Attention to detail is critical to the role.
• Microsoft Office Suite - professional level

Exceptional Candidate Might Have:

• 2 years collections experience in a collateral based environment.
• Knowledge of basic accounting skills such as balance sheets, income statements, statement of cash flows.
• Basic understanding of bankruptcy laws.
• Knowledge in any of the following system:
  Paynet, iLien, Trans Union and Experian Credit Bureau, Dun & Bradstreet, Western Union Phone Pay, COGNOS, Fleet ASAP, F & I Pro, TFAM, and the Portfolio and Collection systems.

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s):
Charlotte, NC US. Relocation assistance is not available for this position.

Schedule Type:
Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #One Team Best Team  culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

Daimler Truck Financial is the captive financial services provider for the Daimler Trucks North America family of commercial vehicle products, including Freightliner Trucks, Western Star, Selec Trucks, Sprinter Vans, Thomas Built Buses and Fuso. We have specialized in financing commercial vehicles for more than 40 years. This proven experience gives us critical insights into helping businesses overcome…