Call Collection Specialist

Job Summary

We are seeking a motivated and organized Call Collection Specialist to manage past‑due accounts within our rent‑to‑own tire and wheel business. The specialist will actively contact customers to arrange payments, negotiate solutions, and coordinate merchandise returns while ensuring adherence to company policies and maintaining high levels of customer satisfaction. This is an office‑based role with no field visits required.

• Proactively contact past‑due customers via phone to arrange payments, resolve delinquencies, or coordinate merchandise returns.
• Negotiate payment plans and work toward mutually beneficial resolutions while following company policies and compliance guidelines.
• Handle customer inquiries and provide clear, professional, and empathetic communication.
• Escalate complex or sensitive customer issues to the Account Management Supervisor as needed.
• Maintain accurate records of customer interactions, payment arrangements, and account activity in the company CRM system.
• Monitor account status and provide feedback to supervisors regarding trends, challenges, and opportunities for improvement.
• Follow up consistently to ensure past‑due accounts are managed effectively and collection goals are met.
• Adhere to all company policies, procedures, and regulatory requirements, including federal and state debt collection laws (e.g., FDCPA).
• Support team initiatives to improve efficiency, collections processes, and customer outcomes.
• Achieve or exceed individual collection targets.
• Maintain high standards of customer service and professionalism in every interaction.
• Contribute to a productive and collaborative team environment.

• Experience: 1–2 years of experience in collections, account management, or customer service, preferably in a rent‑to‑own, retail, or financial services environment.
• Skills: Strong communication and negotiation skills; ability to handle challenging customer interactions with professionalism and empathy; basic proficiency with CRM software, Microsoft Office, and data tracking for performance metrics; strong organizational and time‑management abilities.
• Education: High school diploma or equivalent required; associate's or bachelor's degree in business, finance, or related field preferred.
• Other Requirements: Knowledge of debt collection regulations (e.g., FDCPA) is a plus; ability to work in an office setting with occasional after‑hours calls if necessary.

Must comply with drug‑free workplace program and pass pre‑employment drug screen and background checks.