Early Stage Collector

Join the newly established captive finance company of the leading global brand, Kawasaki Motors, based in Foothill Ranch, CA. Our commitment to innovation and quality has made Kawasaki a trusted name in the powersports industry. We provide our customers with exceptional products and services, including top-notch retail finance solutions. Join our team and be part of a dynamic company that values excellence, customer satisfaction, and continuous improvement.

Together, we can help our customers embark on their next adventure with confidence and ease.

Key Responsibilities:

Engage Customers with Empathy &

Purpose:

Proactively reach out to customers through phone, email, text, and other approved communication channels to address early-stage delinquency and always delivering a positive experience.

Negotiate with Compassion and Professionalism:

Collaborate with customers to understand their financial situations and negotiate payment arrangements that align with both customer needs and company objectives. Demonstrate empathy in conversations around financial difficulty, offering hardship support options such as structured payment plans. Monitor accounts to proactively intervene before they advance into later stages of delinquency, focusing on preserving the customer relationship and reducing loss exposure.

Maintain a Brand-Forward Approach:

Represent the company with integrity and professionalism in every interaction, ensuring a customer-centric experience that upholds our brand values and long-term relationships.

Identify and Escalate Specialized Issues:

Accurately recognize and route sensitive account matters, including insurance claims, bankruptcy filings, title questions, suspected fraud, payment research, cease and desist request to the appropriate teams for resolution.

Support Resolution Through Research:

Conduct payment history reviews and account research to assist customers in understanding their balances, account terms and available options to keep their accounts current.

Document with Precision:

Document all customer communications, payment arrangements, escalations, and outcomes accurately and promptly in the Loan Management System (LMS) to ensure continuity and compliance.

Conduct Basic Skip Tracing:

Utilize available tools and resources to perform basic skip tracing efforts for locating customers and assets.

Handle Complaints Professionally:

Respond to verbal complaints with calm, solution-oriented communication, escalating matters when necessary while maintaining detailed records for follow-up.

Collaborate Cross-Functionally:

Work closely with internal departments including Customer Service and Titles, to ensure seamless, accurate and consistent account management.

Ensure Regulatory and Policy Compliance:

Adhere to all applicable federal and state laws including FDCPA, Rosenthal Act, Regulation F, FCRA, TCPA, GLBA, EFTA, SCRA, Bankruptcy Code Sections 362 & 524, UDAAP, and internal company policies and procedures.

Support Team Initiatives: Contribute to departmental goals by assisting with special projects, process improvements, and other operational tasks, as well as other duties as assigned.

Qualifications:

• Associate’s degree in Finance, Business, or other related field preferred: equivalent work experience will be considered.
• A minimum of 3 years of experience in early-stage collections within the Auto, Powersports and consumer finance industry is required.
• Excellent verbal and written communication skills, with a strong focus on empathy, emotional intelligence, and active listening. Ability to de-escalate tense conversations while maintaining professionalism and customer trust.
• Strong negotiation, interpersonal and detail-oriented skills.
• Proven ability to negotiate payment arrangements with tact, respect and a solution-oriented mindset, even in sensitive or emotionally charged situations.
• Highly organized and detail-oriented, with a commitment to accurate documentation and adherence to company procedures, legal requirements, and regulatory standards.
• Comfortable using Loan Servicing Systems and CRM tools; proficiency in Microsoft Office applications (Excel, Word, Outlook). Experience in dialer platforms and…